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Customer Success Manager 4, Strategic Alliances

 

Customer Success Manager 4, Strategic Alliances

  • JR-121935
  • Redwood City
  • San Jose
  • Seattle
  • Customer Success
  • Full time
Customer Success Manager 4, Strategic Alliances

Equinix is 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 200 data centers in over 24 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.

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

This CSM 4 role provides post sales support to Equinix’s strategic accounts, this isn't a sales role.

The CSM is expected to work independently on both standard and non-standard, complex client requests and issues with minimal management guidance.

The Customer Success Manager (CSM) position is pivotal in the delivery of services to our Equinix customers. The CSM drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service-related client questions, requests, and issues to resolution. The CSM manages the on-going customer service relationship and serves as the primary point of contact through the client lifecycle. The CSM is the client advocate, responsible for the overall satisfaction of clients. The CSM is expected to work independently on both standard and non-standard, complex client requests and issues with minimal management guidance. This is not a sales role, but will provide post- sales support.

Responsibilities

  • Post-sale tactical issue resolution
  • Manages customer relationship
  • Responsible for ownership and issue resolution
  • Drives high customer satisfaction and reduced churn by providing a globally consistent customer experience
  • Supports/enables non-standard customer requirements independently
  • Proactively identifies trends with Customer globally, and methods to improve Customer experience
  • Manages customer onboarding and support
  • Able to support highly complex projects/implementations and may lead others
  • Involved in and may lead Customer Care planning and coordination on the strategic account globally
  • Acts as point of contact with customer on complex executive escalations or issues independently
  • Prepares and delivers post-mortem reviews when appropriate, globally
  • Manages or supports delivery of global CBR and CBR preparation
  • Identifies root cause and drives resolution on cross functional issues, and may recommend areas of improvement
  • Leads account team in developing customized CBR materials as appropriate
  • Project manages resolution of follow up actions from CBR's
  • Develops, manages, and delivers on a service improvement plan, potentially globally
  • Leads or participates in virtual team
  • Global strategic planning and alignment

Qualifications

  • 7+ years’ experience preferred
  • Bachelor's degree preferred
  • Degree level qualification, preferably in a technical subject, or equivalent experience
  • Minimum of 5 years in a CSM equivalent role
  • Experience in a high pressure, customer facing role
  • 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 professionalism 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 clients
  • 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

We offer Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, Leave of absence & disability benefits, paid time off & holidays and more. 

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)

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