Managed Svcs Service Manager III

Who are we?

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. 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

Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.

Responsibilities

Account Support

• Supports customer account base up to and including high complexity and strategic global accounts

• Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving

• Monitors churn risk and proactively engages to reduce service-related churn within region or globally

• Supports/enables non-standard customer requirements independently

• Proactively identifies trends with Customer in globally and methods to improve Customer experience

Issue and Escalation Handling

• Post-sale tactical issue resolution

• Acts as point of contact with customer on executive escalations or issues independently

• Prepares and delivers post mortem reviews when appropriate

Quarterly Business Review

• Plays a role in delivery of QBR and QBR preparation

• Identifies root cause and drives resolution on cross functional issues

• Leads account team in developing customized QBR materials as appropriate

• Project manages resolution of follow up actions from QBR's

Service Improvement Plan

• Develops, manages and delivers on a service improvement plan

Scheduled Reports

• Downloads required data and creates pre-defined reports as per defined schedule

• Delivers reports to stakeholder group and answers questions pertaining to the report

Client Management

• Reaches out to client(s) to clarify requests

• Makes recommendations of what data should be explored and debriefs with client to explain data insights and confirm report

Ad Hoc Reporting

• Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights

Contracts

• Prepares contract documents for execution, provides inputs to legal if leveraging lawyers; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claim

The targeted pay range for this position in the following location is / locations are:

United States - Tampa Office TAO : 80,000 - 120,000 USD / Annual

United States - MI1 Miami : 80,000 - 120,000 USD / Annual

United States - MI2 Miami : 80,000 - 120,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible. So, wherever you are in your career and life, you’ll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.

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. 

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This posting is a new position within our organization.