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Customer Success Manager 3

 

Customer Success Manager 3

  • JR-120796
  • Toronto
  • Customer Success
  • Full time
Customer Success Manager 3

Equinix is the world’s digital infrastructure company, operating 200+ 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+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five 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: Global Customer Care and Experience (GCCX) organization continues to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities.

The Customer Success Manger 3 manages the on-going customer service relationship and serves as the primary point of contact through the customer lifecycle after the initial installation. The CSM is the customer advocate, responsible for the overall satisfaction of customers.

The portfolio of customers for the CSM position is generally large global and strategic customers.  Accounts may include agreements to support non-standard requests, operational, and business processes which the CSM is responsible to ensure are carried out according to agreement. The CSM is expected to work independently on both standard and non-standard, complex customer requests and issues with minimal management guidance.

Responsibilities

  • Manages new and existing complex customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations.

  • Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation.

  • Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues.

  • Proposes and develops solutions cross functionally to solve non-standard customer requests.

  • Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methodology.

  • Understands customers’ footprint and contractual agreement.

  • Collaborates with existing customers to gather and understand customers’ requirements for add-on services and independently takes action from opportunity to fulfillment.

  • Educates and orients customers in Equinix policies and procedures and customer facing support and ordering systems.

  • Conducts customer meetings and Customer Business Reviews.

  • Responsible for preparing customized presentation material as required by customers and account team.

  • Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments.

  • Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. ticketing system, etc.).

  • Develops and maintains expertise on Equinix products and services.

  • Develops and builds strong relationships with Sales, Operations and other cross functional teams.

Qualifications

  • 5+ years experience preferred. 7 years in a CSM equivalent role or prior relevant Equinix experience highly preferred.

  • Bachelor's degree preferably in a technical subject, or equivalent experience.

  • Experience in a high pressure, customer facing role.

  • Experience working with network service providers and channel partners in a support capacity.

  • Experience working with on-boarding channel customers.

  • Working knowledge of the Equinix reseller support model.

  • Proven track record in building positive relationships with customers.

  • Experience in a technical industry; preferably IT, telecommunications or data centers.

  • Collaborative personality and able to build strong personal relationships.

  • Highly organized, with attention to detail and a dedication to resolving issues.

  • Calm and effective under pressure. Able to remain professional in high stress situations.

  • Able to plan, execute and manage high volumes of work.

  • Embraces change.

  • Excellent written and verbal English communication skills are essential.

  • Technical aptitude and understanding of the technical service industry preferred.

  • Able to interact with all levels of internal and external customers.

  • Requires strong analysis, judgment, negotiation and problem-solving skills.

  • Flexible attitude in accepting unique and non-standard solutions.

  • Able to train and/or mentor others.

  • Must be able to travel both domestically and internationally.

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.

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified 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.

(US Applicants)

Please click here to see the “EEO is the Law” poster and supplement.

Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.