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.

职位介绍: 客服管理代表

如果您富有竞争力，擅长通过电话和面谈与人沟通，并且渴望快速成长，那么，我们正在寻找这样的你。通过评估客户忠诚度并监督区域客户，提供卓越的支持服。

工作内容
1. 客户入职

• 使用标准入职模板和检查清单，并在有限范围内根据客户需求和项目范围进行调整

• 采用“三阶段入职方法”：

  • 阶段一 - 入职前准备：根据客户规模和项目范围，可能不执行此阶段

  • 阶段二 - 入职启动：安排、主持并开展客户入职启动会议

  • 阶段三 - 持续跟进：在有限范围内对客户进行后续跟进
     

2. 客户管理与关系维护

• 在有限范围内制定、维护并跟踪客户成功计划

• 通过了解客户使用模式，审查产品和流程的采用情况

• 能够清晰阐述公司产品（现有及未来），并向客户传递关键概念

• 收集客户反馈并传递给相关团队，以改善客户体验

• 审查客户反馈趋势，能够分析并阐述行为差异

• 可能主动审查产品使用情况并提出潜在解决方案

• 可能参与售前内部讨论，了解账户潜力

3. 问题升级

• 评估问题/升级情况，验证、优先排序并在管理支持下推进

• 在管理支持下，管理、记录并提升关键升级问题的可见性

• 根据需要，协调关键利益相关方，确保遵守标准操作流程、政策及规则，并在管理支持下对外沟通

• 识别流程改进机会或制定改进计划

• 在管理支持下，参与或收集问题的事后分析/根因分析，并传达解决方案及改进计划
   

4. 账户管理与保留

• 在有限范围内，与销售和管理团队协作管理账户，包括支持订单履行及其他合同义务

• 在发现有限的客户流失风险时，主动与销售和管理团队沟通，提升风险意识

• 在有限范围内，管理所选账户的定期运营调查回顾

• 支持解决客户业务回顾（CBR）及运营业务回顾（OBR）后的跟进行动，并进行项目管理
   

任职要求

• 语言能力： 英语听说读写流利，能满足全方位工作沟通

• 1-3年B2B售前/售后相关工作经验，相关实习经验亦可考虑

• 以人为本，具备高度客户服务意识

• 拥有较高的情商，并能举例说明管理内部及外部利益相关方的经验

• 本科及以上学历
   

您将收获

• 商业优势：销售、谈判、建立关系的技巧，以及在职业生涯初期培养领导技能的机会

• 接触客户的机会：与领先的私募股权公司、对冲基金和咨询公司合作

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

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.