Customer Success Analyst
Customer Success Analyst
- JR-144073
- Sao Paulo
- Customer Success
- Full time
Who are we?
Equinix is the world’s digital infrastructure company®, operating over 250 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.
Equinix is the world’s digital infrastructure company, operating 250 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 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six 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 accept 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.
Our customer success team is responsible for managing and supervising all services and demands in search of the customer's happiness and retention and guarantee customer experience.
What you’ll be doing
Utilizes onboarding templates and checklists and uses judgment 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: follows up with key customers
Communicates optimally, able to translate internal processes to be able to set customer expectations. Communicates with developed skills in a way that allows the CSM to influence the customer and others.
Able to connect with customers what other teams at Equinix do and how customers should apply them
Collects in depth information so that the experience is personalized
Proficient in Equinix's processes, policies and customer concern paths
Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals
Ability to articulate trends for this customer
Able to utilize moderate inquiry (questioning) skills with the customer to better understand their business.
Able to use prior information to inquire more deeply about the customer
Develop, maintain and supervise progress of a Customer Success Plan
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 customers
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 contacts key customers to conduct pulse check (i.e. heath check)
Accumulate, utilize and distribute standard methodologies
Participate in customer projects, may lead cross functional teams for key customer projects
Assess issue to validate, prioritize and progress accordingly
Handle, document and raise visibility of critical issues as appropriate
Engage key partners as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and presenting externally with support from management
Identifies process improvement opportunities or plans while using 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
Main point of contact for the customer providing transparent and empathetic support, for CSM issues. Raises 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
Provides globally consistent communication
Involved in managing accounts in conjunction with sales, including support of order fulfillment and other contractual obligations
Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
Leads delivery of regular Operational Survey Review for selected accounts
Supports resolution of actions from CBRs and handles follow-up actions from OBRs
Drives high customer happiness
What we’ll expect from you
Advanced English required
Previous Experience in customer service or customer experience
What will be the difference if you have
Experience in IT / Data Center industry
Basic technical skills
Bachelor's degree
Why Equinix
The opportunity to be part of the digital transformation in the world in a company that was elected by the employees as the best places to work by Glassdoor and it´s is GPTW for several consecutive years.
“Equinix is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard 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.”
Equal Employment Opportunity:
Equinix is an Equal Employment Opportunity and 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. (Equal Opportunity / AA / Disabled / Veterans Employer)
View additional Equal Employment Opportunity information here.
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