Customer Success Manager 2

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

• 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

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

• Utilizes standard onboarding templates and checklists and uses some discernment 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

• Post-sale issue resolution

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

• Tactical preparation and delivery of post-mortem reviews when appropriate

• Plays a role in delivery of CBR and CBR preparation

• Utilizes standard QBR offering with minimal customization

• Project manages resolution of follow up actions from CBRs

• Manages and delivers on a service improvement plan

• Coordinates cross-regional customer needs without mentorship

Qualifications

• 1-3+ years experience preferred

• Bachelor's degree preferred

At Equinix, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office.

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

Visit our Career page here to understand about Equinix COVID-19 Vaccine Policy.