Customer Success Management Sr. (Tokyo) / カスタマーサクセスマネージメント Sr. (東京)

Who are we? 
エクイニクスについて　

Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks.
 Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.
グローバルなデジタルインフラストラクチャ企業であるエクイニクスは、世界中に200を超えるデータセンターを運用し、すべての主要なクラウドやネットワークへのインターコネクション（相互接続）サービスを提供しています。多くの企業では、ITインフラストラクチャがプライベートやパブリッククラウドの環境に分散化され複雑化しており、それを集約・統合できる単一の場所を必要としています。エクイニクスのグローバルプラットフォームにより、お客様は必要とするあらゆる場所にインフラストラクチャーを展開し、お客様の事業成功のために必要なすべてのものに接続できるようになります。

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.  
エクイニクスは、70四半期以上にわたり連続で急速な成長を遂げているグローバル企業です。優れたパフォーマンスの製品サービスで構成されるエクイニクスの革新的なポートフォリオにより、世界5大陸、26ヶ国において、1,800社以上のネットワークプロバイダーや2,900社以上のクラウド/ITサービスプロバイダーなどを含む約10,000企業による、最大級の活発なグローバルエコシステムを構築しています。

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success. 
​エクイニクスでのキャリアは、あなたが世界に影響を与えるような取り組みに参画することを意味します。あなたは様々なキャリア方向性で新しいスキルを習得でき、さらに成長する無限のチャンスに囲まれます。​​また、エクイニクスはダイバーシティを推進しており、多様な発想と貢献を大切にし、公正な職場環境づくりに努めています。これは企業コアバリューの基礎であり、企業活動の成功のために不可欠な要素であるとわたしたちは考えています。

Job Summary

Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.

Responsibilities

Customer Onboarding

• Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope 

Uses the 3 Phase Methodology for onboarding:        

• Phase 1 - Conducts pre-onboarding for key customers

• Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers

• Phase 3 - Continuous Follow-up:  Within a moderate scope, follows up with key customers

All Phases: 

• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.

• Able to communicate with customers what other teams at Equinix do and how customers should utilize them

                                                                                                                                                   
General:

• Collects in depth information about the customer, so that the experience is personalized

• Proficient in Equinix's processes, policies and escalation paths

• Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals

• Able to articulate trends for this customer               

• Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business. 

• Able to use prior information to inquire more deeply about the customer

Adoption and Customer Success Management

• Develop, maintain and track progress of a Customer Success Plan within a moderate scope

• Drive product and process adoption by understanding customer usage trends of key customers

• Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education. 

• Collect customer feedback, providing it to relevant teams to improve the customer experience

• Proactively identifies feedback trends across customers and drives process improvements for key accounts

• Proactively review product utilization and propose potential solutions for key customers

General:

• For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer

• Acts as a customer advocate 

• Ensure smooth and clear handoff to/from internal teams

• Proactively reaches out to customers to touch base (i.e. heath check) on key customers

• Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices

• Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

Issue and Escalation Management

• Assess issue/escalation to validate, prioritize and progress accordingly

• Manage, document and raise visibility of critical escalations as appropriate

• Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and  when resolving issues and communicating externally with support from management

• Identifies process improvement opportunities or plans while leveraging what is already in place

• Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

General:

• Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed

• Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope

• Provides globally consistent communication

Account Management & Retention

• Involved in managing accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations within a moderate scope

• Flags churn risks as they become known and proactively engage with sales and management to raise awareness of potential churn    

• Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope

• Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

General:

• Drives high customer satisfaction

• Able to support moderate customer projects independently and more complex projects under supervision

Qualifications

• 3+ years experience preferred

• Bachelor's degree preferred

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.​

【雇用形態】　正社員
【勤務時間】　9：00～18：00（事業場外労働のみなし労働時間制適用）
【休日休暇】　＜年間休日約120日以上＞
・完全週休2日制（土・日・祝日）
・年末年始（12/29～1/3）
・年次有給休暇（入社日に該当日数を付与、初年度最大12日）
・病気休暇
・試験休暇
・忌引休暇、　他

【給与条件】
※候補者のご経験により考慮いたします。

・通勤交通費別途支給（上限月額5万円）
【待遇・福利厚生】
・給与改定年1回
・各種社会保険完備（雇用、労災、健保、厚生年金）
・従業員自社株式割引購入権制度
・ネクストステージチャレンジ手当/休暇（永年勤続者対象）
・公認クラブ活動支援制度
・メンタルヘルスカウンセリング
・保養施設（箱根、蓼科、富津 他）
・慶弔見舞金（結婚祝金、出産祝金、弔慰金等）、　他

ーわたしたちが大事にしていることー
「顧客満足度を高めるには、まず従業員満足度を高めること」が当社の考え方。グローバルで成長を続ける当社では、「THE Magic OF EQUINIX」というグローバルの社員間で共通の“魔法の言葉”を持ち、それをわたしたちの普段の行動指針としています。そのひとつがが「みんなのために」ひとりでやれることには限度があります。お客様をサポートするのと同じようにチームメンバーもサポートすることにより、より大きな成果を上げることができるという考え方です。

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.​