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Manager, Customer Success (Tokyo) / CSM マネージャー (東京)

 

Manager, Customer Success (Tokyo) / CSM マネージャー (東京)

  • JR-129365
  • Shinagawa-ku
  • Customer Success
  • Full time
Manager, Customer Success (Tokyo) / CSM マネージャー (東京)

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.  

Job Profile 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 reactively and proactively in the scope of the CSM role

  • Provides leadership, coaching and development to team

Collaboration

  • Develops and builds relationships at a managerial level with Segment/Regional/Country Leaders, Sales, IBX Management, Operations and other cross-functional teams 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.

Requirement

  • Bachelors or equivalent
  • 10+ yrs in CSM, inside sales, related work experience in IT/Telecom industry
  • 3+ yrs of people management experience with 7 to 9 member management
  • Japanese and English language skill at business level

View additional Equal Employment Opportunity information here.

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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.