Customer Success Manager 1 (Tokyo) / カスタマー サクセス マネージャー 1（東京）

Equinix is the world’s digital infrastructure company, operating 240+ 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 78 consecutive 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 31 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 Description:

Supports the Customer Success Management (CSM) team as a skilled specialist by providing post sales customer support for onboarding and resolving issues. Works on assignments requiring considerable judgement and determines methods and procedures on new assignments.  

Responsibilities:

Customer Onboarding

• Onboards new logos and non-strategic customers using considerable judgement

• Utilizes standard onboarding templates and checklists

Adoption and Customer Success Management

• Supports the overall team by acting as a customer advocate, collecting customer feedback and drives to a resolution

• Understands the customers success plan for customers they support

• Supports the team by providing input to customer success plans

• Supports the process of analyzing product and process adoption trends

Issue and Escalation Management

• Post-sale tactical issue resolution in coordination with the Customer Service Management (CSM) team, or the Team Lead                                                                                                      

• Acts as point of contact with customer on escalations or issues with minimal guidance from manager or Team Lead (as requested by CSM or GEM)

• Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving (as requested by CSM or GEM)

• Contributes to a service improvement plan with involvement from management or leads

Account Management and Retention

• Engages with customer on specified support tasks under direction of leadership with predefined approach

Requirement

• 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