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

Responsible for developing strategy for and leading cross-functional teams, defining service improvement policies and procedures, and creating account alignment.

Responsibilities

People Management

• Develops strategy and ensures alignment of the CSM team

• Hires, onboard and leads team of CSM’s to support our customers

• Leads cross-functional teams that help drive improvements for the efficiency and strategy of the CC Org and our customer

• Acts as cross-functional leader for other CC support roles (PM’s, ESD, etc.)

• Develops team of CSM’s to support our customers reactively and proactively in the scope of the CSM role

• Provides leadership, coaching and development to team

Collaboration

• Develops and builds relationships at a managerial level with Segment/Regional/Country Leaders, Sales, IBX Management, Operations and other cross-functional teams to raise awareness and drive resolution of customer-impacting issues

Project Management

• Manages special projects and designates work to team

• Monitors project budget, scope, and progress

Customer Management

• Serves as escalation point internally and externally for complex issues

• Evaluates special terms and conditions and makes recommendations

• Keeps pulse of customers

Account Alignment

• Creates account distribution and alignment to include alignment with Customers, Sales, Geography, Tier

• Manages and distributes workload across team to achieve efficiency in driving customer satisfaction

Service Improvement

• Participates in/leads stakeholders in service improvement initiatives

• Defines and delivers policies and procedures, proactively seeking continuous improvement

Resource Management (people, finances etc.)

· Ensures KPI's are in place for the team which are appropriate for the needs of the function and its stakeholders. Accountable for resource planning (people, finances etc.) across the team.

Qualifications

• 10+ years professional experience preferred

• 5+ years of managerial 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.