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Director, Strategic Account Service Manager

 

Director, Strategic Account Service Manager

  • JR-122992
  • Singapore
  • Operations
  • Full time
Director, Strategic Account Service Manager

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.  

 

Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best in class service to our data center customers. 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.

The Service Manager (SM) is the primary operational interface post sale to large strategic accounts (named) by serving as the customer advocate to drive a superior, differentiated, and sustained customer experience. The SM also ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO), and Service Improvement Plans.  Serve on cross-functional teams to raise awareness, drive for results, and resolve issues impacting our top customers. The SM works in close partnership with the Customer Success Manager, Technical Account Manager, and Sales team.

Responsibilities

  • Act as an escalation point, sometimes after hours, when standard Operating processes are not meeting customer expectations. Once engaged, serve as primary communicator for operational lifecycle issues by pulling in necessary resources to address ongoing issues.
  • Partner with Operations to identify, create, implement, and track post-mortem analysis and preventive measures and then take the lead in presenting that information to the customer.
  • Serve as customer advocate who is able to balance customer needs and operational requirements to effectively solve for challenges that the customer is experiencing. This role is a dedicated and trusted technical resource, and Subject Matter Expert for internal company departments for assigned customer base, and develops communication strategies with internal departments by staying well-versed in customer and internal SLA s and operational processes to assist operational and sales teams in setting proper customer expectations based on defined Service Level criteria. The individual must be able to understand the customer needs/requests and potential impact to daily operations and balance those against costs, additional risks, impact to other customers, etc.
  • Define and develop custom reporting (leveraging operations departments such as Ops Enablement for custom reporting needs, Global Networks for network performance reporting, etc.) and deliver regular operations reviews that illustrate service performance by highlighting positive performance trends and identifying areas for service improvement opportunities including Service Improvement Plans. Communicate complicated, large scale upgrade projects and other service impacting maintenance events that could or will impact strategic customers


Qualifications

  • Bachelor's Degree or extensive job experience in the data center industry with solid working knowledge in Power, Cooling and Network infrastructure
  • Very strong technical and operational background and understanding of troubleshooting infrastructure systems
  • Thorough understanding of operations processes and systems across all internal organizations as well as industry best practices
  • Very strong relationship skills internally and externally with high level of trust and competency as backbones of delivery
  • Excellent oral and written communications skills internally and customer-facing
  • Some business travel and after-hours support
  • Must be willing to work on-call via mobile phone, including weekends and holiday
  • Highly motivated, self-starter who can thrive independently or in a team environment

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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.