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Customer Success Manager 1

 

Customer Success Manager 1

  • JR-132547
  • Shinagawa-ku
  • Customer Success
  • Full time
Customer Success Manager 1

Equinix is the world’s digital infrastructure company, operating 245+ 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 are a fast-growing global company with 70+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six 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 providing an equitable work environment. that is foundational to our core values as a company and is vital to our success. 

Job Summary

Supports small to medium sized inside sales or field accounts on post sale support items issues and onboarding.

Responsibilities
Account Type

  • Supports inside sales accounts, field accounts or small to medium accounts in market/country revenue including new logos - typically 50K MRR or less per account

  • Number of accounts supported are typically under 50 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higher


Account Support

  • Supports customer accounts

  • Acts as a customer advocate

  • Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving

  • Engages customer to reduce service-related churn risk within region with minimal direction from leadership

  • Supports/enables non-standard customer requirements

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


Onboarding/Implementation Project Coordination

  • Onboards up to medium size Customer new logos and non-strategic customers independently

  • Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope

  • Able to support projects/implementations independently

  • Involved in regional Account team planning and coordination


Issue and Escalation Handling

  • Post-sale tactical issue resolution

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

  • Tactical preparation and delivery of post mortem reviews when appropriate


Quarterly Business Review

  • Plays a role in delivery of QBR and QBR preparation

  • Utilizes standard QBR offering with minimal customization

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


Service Improvement Plan

  • Manages and delivers on a service improvement plan


Global Account Leadership

  • Coordinates cross-regional customer needs without guidance


Qualifications

  • Japanese and English language skill at business level
  • 3 yrs or more corporate customer care or sales administration experience in IT industry
  • OR 3 yrs or more working experience in Equinix


Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

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