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Customer Success Manager

 

Customer Success Manager

  • JR-126269
  • Hong Kong
  • Customer Success
  • Full time
Customer Success Manager

Who are we?

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.

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.  

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. 

The role

To develop post-sales customer relationships that promote loyalty and growth by putting the customer at the center of everything we do. The Customer Success Manager collaborates with cross-functional teams to ensure customers are satisfied with the services/products they received, and proactively orchestrates the customer's Equinix journey towards their evolving objectives and goals. 

Responsibilities:
Account Support:

  • Supports customer account base up to and including high complexity and strategic global accounts

  • Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving

  • Monitors churn risk and proactively engages to reduce service-related churn within region or globally

  • Supports/enables non-standard customer requirements independently

  • Proactively identifies trends with Customer in globally and methods to improve Customer experience


Onboarding/Implementation Project Coordination:

  • Onboarding new logos and customers independently

  • Uses judgment to determine the best method of interacting with customers during onboarding based on customers’ needs and project scope

  • Able to support complex projects/implementations independently

  • Involved in global or regional Account team planning and coordination on strategic accounts


Issue and Escalation Handling:

  • Post-sale tactical issue resolution

  • Acts as point of contact with customer on executive escalations or issues independently

  • Prepares and delivers post mortem reviews when appropriate


Regular Business or Operational Review:

  • Plays a role in preparation and delivery of Business Review (partner with sales)

  • Full ownership for preparation and delivery of Operational Service Review

  • Identifies root cause and drives resolution on cross functional issues

  • Leads account team in developing customized review materials as appropriate

  • Project manages resolution of follow up actions from reviews


Adoption and Success Management:

  • Proactively review product utilization.  Drive product and process adoption.

  • Develop and track progress of Customer Success Plan.

  • Advise customer on how to get the most value out of their current investment with Equinix. 

  • Act as customer advocate.  Collect and manage customer feedback. Work with cross functional team to drive process improvements and customer experience improvements

  • Develops, manages and delivers on a service improvement plan

Global Account Leadership:

  • Virtual team management for special customer projects


Qualifications

  • 4 to 6 years of experience in a post sales, service delivery type role

  • Strategic accounts management experiences in MNC / sizable Co is highly preferable

  • Bachelor's degree preferred

  • Excellent interpersonal and communication skills. High competence in English is essential

  • Ability to work effectively with senior level stakeholders across functions internally and externally

  • Strong analytical and problem-solving skills

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.​
 

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified 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.

(US Applicants)

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