Customer Success Manager 3
Customer Success Manager 3
- JR-147940
- Hybride
- Singapore
- Customer Success
- Full time
Who are we?
Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
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.
Job Summary
Provide best in class support through the evaluation of customer loyalty and oversight of local, regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned experienced professional with a full understanding of the area of specialization while working on problems within a diverse scope.
Responsibilities
Customer Onboarding
Utilizes diverse judgement to determine the best method of interacting with customers during onboarding based on customer needs and project scope
Uses the 3 Phase Methodology for onboarding:
Phase 1 - Conducts pre-onboarding for all customers
Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers
Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing
May lead onboarding across multiple regions in partnership with other CSMs
All Phases:
Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with specialized 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:
May interact with cross functional teams as input to the various stages
Is skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategically
Is a seasoned professional skilled in Equinix's processes, policies and escalation paths. Understands some nuances between regional processes
Post onboarding, follows up on actions and tasks and understand how these tasks connect to customer's goals
Able to articulate trends for this customer as well as across multiple customers
Able to utilize inquiry (questioning) skills with the customer in order to better understand their business. Able to know the best timing and method for asking questions. Able to generate questions for customer in the moment without requiring any pre-planning
Adoption and Customer Success Management
Drives product and process adoption by understanding customer usage trends for key customers
Able to articulate a diverse understanding of Equinix's products (current and future) to provide customer education on concepts, practices and procedures
Collects and manages customer feedback, providing the information to relevant teams to improve the customer experience
Proactively identifies feedback trends across customers and drives process improvements
Proactively reviews product utilization and proposes potential solutions
Develops, maintains and tracks the progress of a Customer Success Plan (for select customers) within a diverse scope
General:
Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customer
Acts as a seasoned customer advocate
Ensures a smooth and clear handoff to/from internal teams
Proactively reaches out to customers to touch base (i.e. health check)
Develops and implements methods of best practices
Leads cross functional teams for special customer projects. May perform for global accounts
Issue and Escalation Management
Assess issue/escalation to validate, prioritize and progress accordingly
Manages, documents and raises 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
Set up or support cross functional collaboration with internal stakeholder teams to drive consistency and overcome challenges
Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans using established process when required with support from management, potentially globally
General:
Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations.
Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management
Provides global consistent communication
Escalate to Global Escalation Management and functional teams as required
Account Management & Retention
Connects regularly with key customer accounts over formal Customer Business Reviews and proactive outreach activities
Proactively seeks revenue growth opportunities from customers by understanding their business pain points and business goals
Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a diverse scope
Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
Project manages resolution of follow-up actions from CBRs/OBRs
General:
Drives high customer satisfaction
Support revenue growth of company
Able to support diverse customer projects independently
Qualifications
5+ years experience preferred within Customer Success or similar role
Understanding of Data Center / Telecommunications / Networking / Cloud industry
High level of self motivation with minimal supervision
Comfortable in ambiguity and continuous change
Eagerness to grow/learn
This position is only open to candidates who are currently based in Singapore, as we are unable to provide relocation assistance
Bachelor's degree preferred
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
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