Junior Customer Success Analyst
Junior Customer Success Analyst
- JR-156405
- Hybrid
- RIO DE JANEIRO
- Sao Paulo
- Customer Success
- Full time
Who are we?
Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.
Job Summary
Supports smaller-sized inside sales or field accounts on post sale support items issues and onboarding.
Responsibilities
Account Type
Supports inside sales accounts, field accounts or smaller in market/country revenue including new logos - typically 25K MRR or less per account
Number of accounts supported are typically under 25 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higher
Account Support
Supports customer accounts
Acts as a customer advocate
Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
Engages customer to reduce service-related churn risk within region with minimal direction from leadership
Supports/enables non-standard customer requirements
Proactively identifies trends with Customer in region and methods to improve Customer experience
Onboarding/Implementation Project Coordination
Onboards up to medium size Customer new logos and non-strategic customers independently
Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope
Able to support projects/implementations independently
Involved in regional Account team planning and coordination
Issue and Escalation Handling
Post-sale tactical issue resolution
Acts as point of contact with customer on escalations or issues independently
Tactical preparation and delivery of post mortem reviews when appropriate
Quarterly Business Review
Plays a role in delivery of QBR and QBR preparation
Utilizes standard QBR offering with minimal customization
Project manages resolution of follow up actions from QBR's
Service Improvement Plan
Manages and delivers on a service improvement plan
Global Account Leadership
Coordinates cross-regional customer needs without guidance
Qualifications
Intermediate English
Bachelor's degree preferred
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Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.