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