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Manager, Technical Account Management

 

Manager, Technical Account Management

  • JR-120503
  • Toronto
  • Redwood City
  • Customer Success
  • Full time
Manager, Technical Account Management

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.  

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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. 

Responsibilities


Within Equinix, the Technical Account Management team is chartered with helping customers find better value from their investments with Equinix through:


Advisor

  • Building relationships with technical counterparts to be a trusted advisor on how to maximize the value of Equinix services 

Expert

  • Onboarding and advising customers during install and configuration, engaging managed service offerings or partners as appropriate based on customer needs

Enabler

  • Training customer on technical product topics including new features and capabilities

Advocate

  • Acting as a technical expert and advocate for our customers, ensuring they receive the best support and achieve the best possible outcomes

People Management

  • Responsible for hiring, and onboarding the team members to support our customers and the global team

  • Provides leadership, coaching and development to the team and the performance management of the team members

  • Develops the team of TAM’s to support Equinix's customers reactively and proactively, in the scope of the TAM role

  • Provides development needs to drive competency advancement within the team

  • Demonstrates a thorough understanding of business priorities and has a strong customer focus

  • Models the Equinix Culture and Values

Planning

  • Advises the team on a range of approaches to planning and gathering information across functional and cross functional projects

  • Partners to influence regional strategy, people development plan, success factors, and growth plans

  • Ensuring standards are in place and followed by the team

  • Planning team growth requirements

Account Alignment

  • Creates account distribution and alignment to include alignment with Customers, Sales, Geography, Tier

  • Manages and distributes workload across the team to achieve efficiency in driving customer satisfaction

Resource Management (people, finances etc.)

  • Provides management updates on a variety of resource management KPI's.

  • Acts as an escalation point for the team for solving resource/budgetary issues.

  • Responsible for resource planning (people, finances etc.) activities.

Qualifications

  • 10+ years professional experience preferred

  • 5+ years of managerial experience preferred

  • Bachelor's degree preferred

  • Experience in technical support and/or professional services within the high-tech industry

  • 3+ years in customer-facing technical sales, service experience, or IT transformation

  • Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision

  • Ability to influence teams across the organization to achieve desired customer outcomes

  • Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms

  • Knowledge of Equinix Fabric (SDN-enabled global backbone), Network Edge (NFV platform), SmartKey (Security HSM), Edge Precision Time

  • Experience in operational parameters and troubleshooting for four (4) of the following: Compute / Storage / Networking / Databases / DevOps / Big Data and Analytics / Security / Applications Development in a distributed systems environment

  • Internal enterprise or external customer-facing experience as a technical lead

We offer Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, Leave of absence & disability benefits, paid time off & holidays and more.  

In accordance with Colorado State Law (https://leg.colorado.gov/bills/sb19-085) the salary range for Colorado for this role is $113K- $153K per year with 20% bonus target.

Equinix is an equal opportunity employer. All 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.

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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.