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Job Summary

Provide best in class support  through the evaluation of customer loyalty and oversight of regional customers. Typically manages smaller sized accounts within a limited scope and receives support from management. 

Responsibilities

Customer Onboarding

• Utilizes routine onboarding templates and checklists and uses judgment within a limited 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 - Pre-Onboarding:  May not conduct pre-onboarding, depending on location, the size of customer and the scope

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

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

All Phases: 

• Communicates effectively, able to translate internal processes to be able to set customer expectations within a limited scope

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

                                                                                                                                                   
General:

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

• Knows and can articulate basic Equinix process, policies and escalation paths

• Post onboarding, follows up on routine actions and tasks 

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

Adoption and Customer Success Management

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

• Review product and process adoption by understanding customer usage patterns

• Able to articulate an understanding of Equinix's products (current and future) to educate customers on key concepts

• Collects customer feedback, providing it to relevant teams to improve the Customer Experience

• Reviews feedback trends across customers, and able to articulate behavioral differences

• May proactively review product utilization and solicit potential solutions 

• May attend presale internal discussions to understand account potential

General:

• Acts as a customer advocate

• Ensures smooth and clear handoff to/from internal teams

• Aware of customer health for their key Customers

• Accumulate and utilizes methods of best practices

• Participates in cross functional teams for select customer projects within a limited scope

Issue and Escalation Management

• Assess issue/escalation to validate, prioritize and progress accordingly with support from management                                            

• Manage, document and raise visibility of critical escalations as appropriate with support from management

• Engages 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

• Identify process improvement opportunity or plan

• Participates in and/or collects issues post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from management

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

• Works to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management

• Provides globally consistent communication

Account Management & Retention

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

• Flags limited 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 limited 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 simple customer projects independently

Qualifications

• Proven years experience preferred

• 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.