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Customer Success Manager

 

Customer Success Manager

  • JR-130271
  • Mascot
  • Shenton Park
  • Customer Success
  • Full time
Customer Success Manager

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 70+ 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 32 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 Summary

The Customer Service Manager (CSM) position is pivotal in the delivery of services to a portfolio of Equinix customers. The CSM drives collaboration with customer and internal cross functional teams to manage customer implementations and meet customer requirements timely and efficiently.  The CSM also owns and manages a very broad range of account and service related customer questions, requests, and  issues to resolution.

Provide best in class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned experienced professional with a full understanding of the area of specialization while working on problems within a diverse scope.

Responsibilities

Customer Onboarding

· Utilizes diverse judgement to determine the best method of interacting with customers during onboarding based on customer needs and project scope                                                             

Uses the 3 Phase Methodology for onboarding:        
· Phase 1 - Conducts pre-onboarding for all customers
· Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers
· Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing
· May lead onboarding across multiple regions in partnership with other CSMs

All Phases
· Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with specialized skills in a way that allows the CSM to influence the customer and others.
· Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General
· May interact with cross functional teams as input to the various stages
· Is skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategically is a seasoned professional skilled in Equinix's processes, policies and escalation paths.  Understands some nuances between regional processes
· Post onboarding, follows up on actions and tasks and understand how these tasks connect to customer's goals. 
· Able to articulate trends for this customer as well as across multiple customers           
· Able to utilize inquiry (questioning) skills with the customer in order to better understand their business. 

· Able to know the best timing and method for asking questions.  Able to generate questions for customer in the moment without requiring any pre-planning

Adoption and Customer Success Management

· Develops, maintains and tracks the progress of a Customer Success Plan (for all customers) within a diverse scope
· Drives product and process adoption by understanding customer usage trends for key customers
· Able to articulate a diverse understanding of Equinix's products (current and future) to provide customer education on concepts, practices and procedures
· Collects and manages customer feedback, providing the information to relevant teams to improve the customer experience
· Proactively identifies feedback trends across customers and drives process improvements
· Proactively reviews product utilization and proposes potential solutions

General
· Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customer
· Acts as a seasoned customer advocate 
· Ensures a smooth and clear handoff to/from internal teams
· Proactively reaches out to customers to touch base (i.e. health check)
· Develops and implements methods of best practices
· Leads cross functional teams for special customer projects. May perform for global accounts 

Issue and Escalation Management

· Assess issue/escalation to validate, prioritize and progress accordingly
· Manages, documents and raises visibility of critical escalations as appropriate
·  Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and  when resolving issues and communicating externally with support from management.
· Identifies process improvement opportunities or plans while leveraging what is already in place
· Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans using established process when required with support from management, potentially globally

General
· Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate to GEM and functional teams as agreed.
· Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management
· Provides global consistent communication

Account Management & Retention

· Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a diverse scope
· Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn    
· Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
· Project manages resolution of follow-up actions from CBRs/OBRs

General
· Drives high customer satisfaction
· Able to support diverse customer projects independently 

Qualifications

· 5+ years experience preferred
· Bachelor's degree preferred

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

View additional Equal Employment Opportunity information here.

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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.