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Customer Success Manager 4 Team Lead, Strategic Alliances - APAC

 

Customer Success Manager 4 Team Lead, Strategic Alliances - APAC

  • JR-125364
  • Sydney
  • Singapore
  • Customer Success
  • Full time
Customer Success Manager 4 Team Lead, Strategic Alliances - APAC

Equinix is the world’s digital infrastructure company.  We are one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward-thinking people who can help us achieve our goal of global interconnection. With 220+ data centers in over 25 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who build The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.

The Global Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSMs).  We continue to grow and evolve, and include many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continuous customer success, we are looking to hire a CSM 4 Team Lead.

The Customer Success Manager 4 Team Lead (CSM TL) is responsible for guiding, developing, and leading a small team of CSMs, while also focusing on driving customer success for one of Equinix’s strategic accounts in a CSM capacity.  The CSM TL position is pivotal to strategic conversations with customers to improve adoption of Equinix solutions, aiding customers on their digital transformation journey.

As a trusted partner, the CSM TL manages the on-going customer relationship and serves as the primary point of contact throughout the customer journey, responsible for overall customer experience.  The CSM TL is expected to work independently on complex client projects, initiatives, and issues, with minimal management guidance, while simultaneously developing a team of CSMs to manage their customer relationships both reactively and proactively.

Responsibilities

  • Hire, onboard, and lead a small team of CSMs to manage the customer journey of our Strategic Alliance Partners
  • Provide leadership, coaching and development to team members via team meetings, 1 on 1s, Quarterly and Annual review conversations
  • Involved in and may lead Customer Care planning and coordination on strategic accounts
  • Serve as escalation point both internally and externally on complex requests independently
  • Build and maintain trusting relationships with both customers and cross functional teams, to drive customer success
  • Act as the voice of the customer by listening to and sharing customer feedback, and reporting opportunities to the relevant internal stakeholders
  • Drive high customer satisfaction and reduce churn by providing a globally consistent customer experience
  • Educate and guide customers in the use of Equinix tools, processes, and policies
  • Proactively and reactively identify trends within customer experience, and collaborate with cross-functional teams independently to drive improvement
  • Own highly complex projects and non-standard requests to resolution
  • Own the creation, management, delivery and action item resolution of bespoke customer business reviews, post-mortem reviews, success plans, and service improvement plans, when appropriate
  • Use analysis, judgement, negotiation, and problem-solving skills to provide the right solution to a wide range of customer requirements

Qualifications

  • 7+ years’ customer care experience preferred
  • Managerial experience preferred, to include training and/or mentoring others
  • Minimum of 5 years in a CSM equivalent role, preferably in IT, telecommunications, or data centers
  • Experience in a rapidly changing and evolving organization, in a customer facing role
  • Calm and effective under pressure; able to remain professionalism in high stress situations
  • Excellent written and verbal English communication skills are essential
  • Able to interact with all levels of internal and external clients
  • Must be able to travel both domestically and internationally
  • English fluency

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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)

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