Who are we?

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job Summary

Provide best in class support  through the evaluation of customer loyalty and oversight of regional customers.

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                     

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

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

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 potenatial 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

Who we are looking out for:

• 1-3 Years of experiences in B2B pre/post sales functions. Relevant internship experiences will be considered

• People Centric and able to provide high level customer oriented service mindset

• Possess high emotional intelligence and demonstrate examples of managing both internal and external stakeholders

• Obtained at least a Bachelor's degree

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.