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Customer Success Manager 3, Tokyo - カスタマーサクセスマネジャ3 東京

 

Customer Success Manager 3, Tokyo - カスタマーサクセスマネジャ3 東京

  • JR-121967
  • Shinagawa-ku
  • Customer Success
  • Full time
Customer Success Manager 3, Tokyo - カスタマーサクセスマネジャ3 東京

Who are we?

エクイニクスは、情報化社会が成長し繁栄していくための環境の提供を目指して1998年に設立され、世界各地5大陸44都市で世界No.1のデータセンターとインターコネクション(相互接続)を展開するグローバルカンパニーです。日本では、東京10拠点、大阪1拠点でデータセンター事業をコアとして、お客様のITインフラ構築、運営を支える様々なサービスを展開しています。インターコネクション(相互接続)によってお客様やパートナー企業同士が相互につながり、エコシステムが生まれ、新たなビジネスチャンスをもたらしています。エコシステムは日々広がり続けています。
 情報が原動力となる世界で常に新しい分野を切り拓き拡張を続ける中、当社は業界で最高の人材を見つける決意を新たにしています。わくわくするペースの速い環境において、ビジョンをもち業界をリードする会社で働くことに情熱をお持ちの方は、ぜひ当社のチームにご参加ください。エクイニクス・ジャパンの詳しい情報は、https://www.equinix.co.jp/company/をご参照ください。

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 area fast-growing global company with 70+consecutivequarters 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 26countries 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 providingan equitable work environment. that is foundational to our core values as a company and is vital to our success.

Responsibilities

Customer Onboarding

· Utilizes diverse judgement to determine the best method of interacting with customers during onboarding based on customer needs and project scope                                                             

Uses the 3 Phase Methodology for onboarding:        
· Phase 1 - Conducts pre-onboarding for all customers
· Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers
· Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing

· May lead onboarding across multiple regions in partnership with other CSMs

All Phases: 
· Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with specialized skills in a way that allows the CSM to influence the customer and others.
· Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General:
· May interact with cross functional teams as input to the various stages
· Is skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategically
·  Is a seasoned professional skilled in Equinix's processes, policies and escalation paths.  Understands some nuances between regional processes
·  Post onboarding, follows up on actions and tasks and understand how these tasks connect to customer's goals. 
·  Able to articulate trends for this customer as well as across multiple customers           
·  Able to utilize inquiry (questioning) skills with the customer in order to better understand their business.  Able to know the best timing and method for asking questions.  Able to generate questions for customer in the moment without requiring any pre-planning

Adoption and Customer Success Management

· Develops, maintains and tracks the progress of a Customer Success Plan (for all customers) within a diverse scope
· Drives product and process adoption by understanding customer usage trends for key customers
· Able to articulate a diverse understanding of Equinix's products (current and future) to provide customer education on concepts, practices and procedures
· Collects and manages customer feedback, providing the information to relevant teams to improve the customer experience
· Proactively identifies feedback trends across customers and drives process improvements
· Proactively reviews product utilization and proposes potential solutions

General:
· Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customer
· Acts as a seasoned customer advocate 
· Ensures a smooth and clear handoff to/from internal teams
· Proactively reaches out to customers to touch base (i.e. health check)
· Develops and implements methods of best practices
· Leads cross functional teams for special customer projects.  May perform for global accounts 

Issue and Escalation Management

· Assess issue/escalation to validate, prioritize and progress accordingly
· Manages, documents and raises visibility of critical escalations as appropriate
·  Engage 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.
· Identifies process improvement opportunities or plans while leveraging what is already in place
· Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans using established process when required with support from management, potentially globally

General:
· Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate 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 with support from management
· Provides global 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 diverse scope
· Flags 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 moderate scope
· Project manages resolution of follow-up actions from CBRs/OBRs

General:
· Drives high customer satisfaction
· Able to support diverse customer projects independently 

Qualifications

· 5+ years experience preferred
· Bachelor's degree preferred

· Japanese: Fluent / Native

· English: Intermediate above

【勤務地】東京 日本橋オフィス (現在、コロナの影響により完全在宅勤務)

【雇用形態】正社員

【勤務時間】 9:00-18:00  ※フレックスあり

【休日休暇】<年間休日約120日以上>
 ■完全週休2日制(土・日・祝日)
 ■年末年始(12/29~1/3)
 ■年次有給休暇(入社日に該当日数を付与、初年度最大12日)
 ■病気休暇
 ■試験休暇
 ■忌引休暇、他

【待遇・福利厚生】
 ■給与改定年1回
 ■賞与年1回
 ■従業員自社株式割引購入制度
 ■各種社会保険完備(雇用、労災、健保、厚生年金)

  健保保養施設、フィットネスクラブ補助、

 ■ネクストステージチャレンジ手当/休暇(永年勤続者対象)
 ■資格取得支援制度
 ■公認クラブ活動支援制度
 ■メンタルヘルスカウンセリング
 ■慶弔見舞金(結婚祝金、出産祝金、弔慰金等)他
 

☆わたしたちが大事にしていること

「顧客満足度を高めるには、まず従業員満足度を高めること」が当社の考え方。

グローバルで成長を続ける当社では、「THE Magic OF EQUINIX」というグローバルの社員間で共通の“魔法の言葉”を持ち、それをわたしたちの普段の行動指針としています。

そのひとつがが「みんなのために」ひとりでやれることには限度があります。お客様をサポートするのと同じようにチームメンバーもサポートすることにより、より大きな成果を上げることができるという考え方です。

☆エクイニクスについて
 エクイニクスは、情報化社会が成長し繁栄していくための環境の提供を目指して1998年に設立され、世界各地5大陸44都市で世界No.1のデータセンターとインターコネクション(相互接続)を展開するグローバルカンパニーです。

日本では、東京10拠点、大阪1拠点でデータセンター事業をコアとして、お客様のITインフラ構築、運営を支える様々なサービスを展開しています。インターコネクション(相互接続)によってお客様やパートナー企業同士が相互につながり、エコシステムが生まれ、新たなビジネスチャンスをもたらしています。エコシステムは日々広がり続けています。情報が原動力となる世界で常に新しい分野を切り拓き拡張を続ける中、当社は業界で最高の人材を見つける決意を新たにしています。わくわくするペースの速い環境において、ビジョンをもち業界をリードする会社で働くことに情熱をお持ちの方は、ぜひ当社のチームにご参加ください。

エクイニクス・ジャパンの詳しい情報は、https://www.equinix.co.jp/company/をご参照ください。

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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)

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.