Person, Clothing, Shoe, Female, People, Dress, Woman, Jeans, Sleeve, Long Sleeve

Manager, Customer Success Management (Open to all EMEA locations)

 

Manager, Customer Success Management (Open to all EMEA locations)

  • JR-125392
  • Amsterdam Z.O.
  • Customer Success
  • Full time
Manager, Customer Success Management (Open to all EMEA locations)

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 Manager for our CSM Team based in Amsterdam. This role is open to all EMEA locations.

To be successful in this role you will have proven experience in Customer Success and Leadership where you have excelled at being proactive, engaged in transformation and have a solution focused mindset. Strategy and opportunity excites you along with leading teams to provide a first class customer experience.

The CSM position is pivotal in the delivery of services to a portfolio of Equinix customers. The CSM drives collaboration with customers and internal cross functional teams to manage 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.

Job Summary: Responsible for developing and leading the team, creating service improvement policies and procedures, and creating account alignment.

Responsibilities

People Management

  • Hires, onboards and leads team of CSM’s to support our customers
  • Develops team of CSM’s to support our customers in the scope of the CSM role
  • Provides leadership, coaching and development to team


Collaboration

  • Develops and builds relationships at a managerial level with cross-functional leaders to raise awareness and drive resolution of customer-impacting issues


Project Management

  • Participates/leads special projects and assists in designating work to team


Customer Management

  • Serves as escalation point internally and externally for issues
  • Evaluates special terms and conditions and makes recommendations
  • Keeps pulse of customers


Account Alignment

  • Creates account distribution and alignment to include alignment with Customers, Sales, Geography, Tier
  • Manages and distributes workload across team to achieve efficiency in driving customer satisfaction


Service Improvement

  • Participates in/leads stakeholders in service improvement initiatives
  • Creates/refines policies and procedures


Resource Management (people, finances etc.)

  • Will provide management updates on a variety of resource management KPI's
  • Is an escalation point for the team for solving resource/budgetary issues. Contributes and/or responsible for resource planning (people, finances etc.) activities


Qualifications

  • 7+ years professional experience preferred
  • 5+ years of managerial experience preferred
  • Bachelor's degree preferred
  • Excellent written and verbal English communication skills are essential
  • Strong leadership skills are essential
  • Experience in a high pressure, customer facing role
  • Proven track record in building positive relationships with clients
  • Experience in a technical industry; preferably IT, telecommunications or data centers
  • Collaborative personality and able to build strong personal relationships across many teams
  • 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 and lead transformation
  • 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
  • Able to train and/or mentor others
  • Must be able to travel both domestically and internationally as needed

Apply Now

Sign in with LinkedIn
Autofill my information with LinkedIn
Alert me about jobs like this

Not You?

You're now being redirected to the application website

Know someone who would be great for this job? Let them know here!

Fill in your details 

Not You?

Thank you

People Also Viewed

Supervisor, Customer Operations

Regular JR-126356 Dallas Texas United States Dallas IBX Customer Operations Operations M1
Supervisor, Customer Operations 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 ...

Lead Data Engineer

Regular JR-124773 Bangalore India Bangalore Enterprise Software Architecture and Engineering Information Technology T4
Lead Data Engineer Lead Data Engineer Who are we? Equinix is the world’s digital infrastructure company, operating 210 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to si...

Billing Analyst

Regular JR-126523 Tampa. Frisco Florida. Texas United States Tampa. Frisco Billing Finance B2
Billing Analyst 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 fragmen...

IBX Expense Advisor

Regular JR-126630 Dublin Ireland Dublin Business Operations, Expense Operations B2
IBX Expense Advisor 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 fr...

Senior Accountant, General Ledger

Regular JR-126600 Amsterdam Netherlands Amsterdam Accounting Finance B3
Senior Accountant, General Ledger Who are Equinix? 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 ...

Techniker (m/w/d) für Technisches Facility Management

Regular JR-126664 Munich Germany Munich IBX Critical Facilities Operations O3
Techniker (m/w/d) für Technisches Facility Management J Arbeiten, wo das Internet zu Hause ist… Equinix verbindet weltweit mehr als 10.000 Unternehmen über eigene Hochleistungs-Rechenzentren und dem weltweit größten neutralen Netzwerkangebot. Als ...

Apply Now

Sign in with LinkedIn
Autofill my information with LinkedIn
Alert me about jobs like this

Not You?

You're now being redirected to the application website

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.