Person, Clothing, Face, Female, Sleeve, Woman, People, Long Sleeve, Portrait, Smile

Customer Success Manager 2

 

Customer Success Manager 2

  • JR-123391
  • Warsaw
  • Customer Success
  • Full time
Customer Success Manager 2

Global Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSM).  We continue to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continued success, we are looking to hire a CSM 2 based in Warsaw, Poland.

The CSM position is pivotal in the delivery of services to a portfolio of Equinix customers. The CSM drives collaboration with customers and internal cross functional teams to manage requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service related customer questions, requests, and issues to resolution.

The portfolio of clients for the CSM 2 position is typically comprises of inside sales accounts, field accounts or small to medium accounts in market/country revenue including new logos.

Job Summary:

Supports small to medium sized inside sales or field accounts on post sale support items issues and onboarding.

Responsibilities
Account Support
· Supports customer accounts
· Acts as a customer advocate
· Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
· Engages customer to reduce service-related churn risk within region with minimal direction from leadership
· Supports/enables non-standard customer requirements
· Proactively identifies trends with Customer in region and methods to improve Customer experience

Onboarding/Implementation Project Coordination
· Onboards up to medium size Customer new logos and non-strategic customers independently
· Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope
· Able to support projects/implementations independently
· Involved in regional Account team planning and coordination

Issue and Escalation Handling
· Post-sale tactical issue resolution
· Acts as point of contact with customer on escalations or issues independently
· Tactical preparation and delivery of post mortem reviews when appropriate

Quarterly Business Review
· Plays a role in delivery of QBR and QBR preparation
· Utilizes standard QBR offering with minimal customization
· Project manages resolution of follow up actions from QBR's

Service Improvement Plan
· Manages and delivers on a service improvement plan

Global Account Leadership
· Coordinates cross-regional customer needs without guidance
 

Presenta ya tu solicitud

Inicia sesión con LinkedIn
Autocompletar mi información con LinkedIn
Avísame sobre trabajos como este

¿No tú?

Ahora está siendo redirigido al sitio web de la aplicación.

¿Conoces a alguien que sea perfecto para este trabajo? ¡Díselo desde aquí!

Introduce tus datos 

¿No tú?

Gracias

Otras personas también han visto

Equinix Employee Connection Networks Expert (DI&B)

Regular JR-124286 Wanchai. Amsterdam Z.O.. Singapore. London. Redwood City California Hong Kong. Netherlands. Singapore. United Kingdom. United States Wanchai. Amsterdam Z.O.. Singapore. London. Redwood City Program and Project Management Project and Program Management B4
Equinix Employee Connection Networks Expert (DI&B)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 ...

Técnico de Data Center

Regular JR-124064 Santana de Parnaíba São Paulo Brazil Santana de Parnaíba IBX Technician Operations O3
Técnico de Data CenterA Equinix é uma empresa global de infraestrutura digital, operando mais de 200 data centers em todo o mundo e fornecendo interconexões para todas as principais nuvens e redes. Somos uma empresa de rápida expansão crescimento,...

Técnico de Data Center

Regular JR-124145 Rio de Janeiro Rio de Janeiro Brazil Rio de Janeiro IBX Technician Operations O3
Técnico de Data CenterA Equinix é uma empresa global de infraestrutura digital, operando mais de 200 data centers em todo o mundo e fornecendo interconexões para todas as principais nuvens e redes. Somos uma empresa de rápida expansão crescimento,...

Técnico de Data Center

Regular JR-124140 Barueri São Paulo Brazil Barueri IBX Technician Operations O3
Técnico de Data CenterA Equinix é uma empresa global de infraestrutura digital, operando mais de 200 data centers em todo o mundo e fornecendo interconexões para todas as principais nuvens e redes. Somos uma empresa de rápida expansão crescimento,...

Systems Internship

Intern JR-123894 Madrid Madrid Spain Madrid Intern Interns and Apprentices S1
Systems InternshipEquinix Managed Services Spain selecciona becari@s para su departamento de Sistemas de la Información, para integrarse en los grupos de trabajo a través de una beca remunerada de aproximadamente 1 año de duración.¿Quiénes somos?E...

Senior Manager, Strategy Sales and Operations

Regular JR-124269 Redwood City. Sunnyvale. Denver. Miami. Tampa. Chicago. Frisco. Ashburn. Seattle California. Colorado. Florida. Illinois. Texas. Virginia. Washington United States Redwood City. Sunnyvale. Denver. Miami. Tampa. Chicago. Frisco. Ashburn. Seattle Sales Strategy and Operations Sales M3
Senior Manager, Strategy Sales and OperationsEquinix 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 simpli...

Presenta ya tu solicitud

Inicia sesión con LinkedIn
Autocompletar mi información con LinkedIn
Avísame sobre trabajos como este

¿No tú?

Ahora está siendo redirigido al sitio web de la aplicación.

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)

Please click here to see the “EEO is the Law” poster and supplement.

Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.