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Customer Success Manager - Global Accounts - Japan カスタマーサクセスマネージャー グローバルアカウント担当 日本

 

Customer Success Manager - Global Accounts - Japan カスタマーサクセスマネージャー グローバルアカウント担当 日本

  • JR-121114
  • Mascot
  • Hong Kong
  • Shinagawa-ku
  • Singapore
  • Customer Success
  • Full time
Customer Success Manager - Global Accounts - Japan カスタマーサクセスマネージャー グローバルアカウント担当 日本

Who are we?

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. 

エクイニクスは、情報化社会が成長し繁栄していくための環境の提供を目指して1998年に設立され、世界各地5大陸44都市で世界No.1のデータセンターとインターコネクション(相互接続)を展開するグローバルカンパニーです。日本では、東京10拠点、大阪1拠点でデータセンター事業をコアとして、お客様のITインフラ構築、運営を支える様々なサービスを展開しています。インターコネクション(相互接続)によってお客様やパートナー企業同士が相互につながり、エコシステムが生まれ、新たなビジネスチャンスをもたらしています。エコシステムは日々広がり続けています。情報が原動力となる世界で常に新しい分野を切り拓き拡張を続ける中、当社は業界で最高の人材を見つける決意を新たにしています。わくわくするペースの速い環境において、ビジョンをもち業界をリードする会社で働くことに情熱をお持ちの方は、ぜひ当社のチームにご参加ください。エクイニクス・ジャパンの詳しい情報は、https://www.equinix.co.jp/company/をご参照ください。

Job description

Customer Service Manager (CSM) – Global Accounts

The portfolio of customers for the Customer Success Manager (CSM) – Global Accounts position is generally large in scope/complexity and global involvement is required. Accounts may include agreements to support non-standard billing, operational deliverables, and business processes which the CSM is responsible to ensure are carried out according to the agreement. The CSM is expected to work independently on both standard and non-standard, and in most times complex customer requests as well as issues with minimal management guidance.

Duties

This position will be responsible for, but not limited to the following specific duties

  • 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 phase.
  • Professionally interacts with customers, building strong relationships across various levels and disciplines within the portfolio of accounts.
  • 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 to drive continuous improvements in all aspects of service delivery to a customer.
  • Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methods.
  • Understands customers’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to.
  • 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 Quarterly 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. case management, ticketing system, etc.).
  • Designated Subject Matter Expert for assigned departmental processes.
  • Develops and maintains expertise on Equinix products and services.
  • Participates in departmental special projects and cross functional initiatives with minimal direction and support.
  • Develops and builds strong relationships with Sales, Operations and other cross functional teams.
  • Supports Sales Team to eliminate their involvement in non-sales activities.
  • Demonstrates knowledge of IBXs including tour certifications as appropriate.
  • Collaborates with Marketing to identify potential customers for case studies for Equinix.

Education and Experience

  • Degree level qualification, preferably in a technical subject.
  • Minimum of 5 years in a CSM equivalent role or prior relevant Equinix experience.
  • Experience in a high pressure, customer facing role.
  • Experience working in a regional/global team and in a matrix environment.
  • Proven track record in building positive relationships with customers.
  • Experience in a technical industry; preferably IT, telecommunications or data centers.

Knowledge, Skills, and Abilities

  • 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.
  • Good competence in English is essential.
  • Technical aptitude and understanding of the technical service industry preferred.
  • Able to interact with all levels of internal and external customers.
  • Adept at crafting concise and effective communications.
  • Ability to plan, execute and manage high volumes of work.
  • Flexible attitude in accepting unique and non-standard solutions.
  • Must be able to travel both domestically and internationally as required.

Languages

  • English and Japanese fluent

     

【雇用形態】 正社員
【勤務時間】 9:00~18:00(事業場外労働のみなし労働時間制適用)

【コロナ状況下働く環境】在宅100%
【休日休暇】 <年間休日約120日以上>
・完全週休2日制(土・日・祝日)
・年末年始(12/29~1/3)
・年次有給休暇(入社日に該当日数を付与、初年度最大12日)
・病気休暇
・試験休暇
・忌引休暇、 他

【給与条件】
※候補者のご経験により考慮いたします。

・通勤交通費別途支給(上限月額5万円)
【待遇・福利厚生】
・給与改定年1回
・各種社会保険完備(雇用、労災、健保、厚生年金)
・従業員自社株式割引購入権制度
・ネクストステージチャレンジ手当/休暇(永年勤続者対象)
・公認クラブ活動支援制度
・メンタルヘルスカウンセリング
・保養施設(箱根、蓼科、富津 他)
・慶弔見舞金(結婚祝金、出産祝金、弔慰金等)、 他

ーわたしたちが大事にしていることー
「顧客満足度を高めるには、まず従業員満足度を高めること」が当社の考え方。グローバルで成長を続ける当社では、「THE Magic OF EQUINIX」というグローバルの社員間で共通の“魔法の言葉”を持ち、それをわたしたちの普段の行動指針としています。そのひとつがが「みんなのために」ひとりでやれることには限度があります。お客様をサポートするのと同じようにチームメンバーもサポートすることにより、より大きな成果を上げることができるという考え方です。

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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.