Andrew NDOUMBE

Relevance to Digital Realty: SLA governance, customer health monitoring, risk management, KPI reporting, process improvement, cross-functional leadership.

• Led operational performance for a 52+ member delivery organization across partners, ensuring service quality and SLA compliance.
• Managed high-visibility strategic programs including Paris 2024 network infrastructure.
• Oversaw end-to-end contractual commitments with key corporate customers, ensuring delivery excellence and mitigation of penalty risks.
• Created and enhanced processes, playbooks, and communication frameworks supporting customer operational requirements.
• Led executive-level KPI reviews, providing insights on service performance, risks, and continuous improvement opportunities.

Relevance to Digital Realty: International customer service management, onboarding, adoption, service reviews, escalation handling, churn prevention.

• Directed onboarding and post-sales delivery of complex global network solutions (WAN, LAN, SD-WAN, Meraki) for large international clients.
• Managed a multicultural delivery team of 30 experts across several countries.
• Conducted structured customer service reviews, providing SLA updates, risk analyses, and improvement plans.
• Consolidated operational data (finance, user insights, technical KPIs) to monitor service health and drive continuous improvement.
• Ensured contract adherence, customer satisfaction, and 100% retention across a global customer portfolio.

Relevance to Digital Realty: Customer engagement, product utilization, churn prevention, adoption programs.

• Managed a portfolio of 20 strategic enterprise accounts (>150K mobile lines).
• Conducted regular customer engagement sessions, service reporting, and contractual follow-ups.
• Designed onboarding/training programs and product awareness kits to increase adoption.
• Performed continuous data analysis to identify usage gaps, retention risks, and upsell opportunities (15% revenue growth).
• Acted as primary point of contact for C-suite stakeholders on governance, escalations, and service quality topics.

• Sold complex telecom solutions to B2B and B2C customers.
• Managed store operations, inventory, customer service, and team onboarding.
• Delivered training on new product features, technologies, and processes.