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Senior Customer Success Analyst

 

Senior Customer Success Analyst

  • JR-123282
  • Rio de Janeiro
  • Customer Success
  • Full time
Senior Customer Success 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 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. 

Global Customer Care and Experience (GCCX) organization continues to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities.

Do you have extensive experience as a Customer Service Manager within a technical industry taking care of complex and strategic global accounts?

We are looking for a dedicated and highly experienced Customer Success Manager who will report to the 'Senior Manager, Customer Success' to provide post-sales support and build positive relationships with our clients. Ideally, you will be someone who can project manage alongside resolving issues for our customers.

About the role

The Customer Success Manager (CSM) position is pivotal in the delivery of services to a portfolio of Equinix clients. The CSM drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently.  The CSM also owns and manages a very broad range of account and service related client questions, requests, and  issues to resolution. The CSM will be a primary point of contact for a number of key global accounts.

The CSM manages the on-going customer service relationship and serves as the primary point of contact through the client life-cycle. The CSM is the customer advocate, responsible for the overall satisfaction of clients.

The CSM is also instrumental in offering guidance and mentoring to newer, less experienced CSMs. The portfolio of clients for the CSM position is generally strategic in nature, very large in scope/complexity, with a strong global presence.  The CSM is expected to work independently and cross functionally on all complex client requests and issues with minimal management guidance needed.

What you will be doing

  • You will support GAM accounts – large MRR and multi-country deployments
  • Number of accounts supported is typically 1-4 GAM customers
  • Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon time frame and according to client expectations. 
  • Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation.
  • Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues. 
  • Independently proposes, develops and leads cross functional solutions to solve highly complex or non-standard client requests with minimal guidance.
  • Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology.
  • Understands clients’ global footprint and contractual agreements.  Promotes and ensures contract adherence.
  • Collaborates with existing clients to gather and understand clients’ requirements for add-on services.
  • Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems.
  • Conducts client meetings and Quarterly Business Reviews.  Responsible for preparing customised presentation material as required.
  • Provides international project management leadership.  Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments.
  • Creates and presents executive summaries at the end of each client project highlighting key contributors, lessons learned and applied and successes.
  • Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.).
  • Develops and maintains expertise on Equinix products and services.
  • Develops and builds strong relationships with Sales, Operations and other cross functional teams.
  • Collaborates with Marketing to identify potential clients for case studies for Equinix.
  • Provides client representation and participation on advisory boards and internal corporate initiatives that may impact clients.
  • Provides coverage for Manager when required.  Able to mentor, guide and escalate items for CSMs on Manager’s behalf.

What we’ll expect from you

  • Degree level qualification, preferably in a technical subject, or equivalent experience. 
  • Fluent English
  • Excellent written and verbal communication skills are essential.
  • Extensive experience in a CSM equivalent role or prior relevant Equinix experience.
  • 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 centres.

Knowledge, Skills and Abilities

  • Collaborative personality and able to build strong personal relationships.
  • Highly organised, 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
  • Technical aptitude and understanding of the technical service industry preferred.
  • Able to interact with all levels of internal and external clients.
  • Requires a high level of analysis, judgement, negotiation and problem-solving skills.
  • Flexible attitude in accepting unique and non-standard solutions.
  • Able to train and/or mentor others.
  • Must be able to travel both domestically and internationally

Why Equinix

The opportunity to be part of the digital transformation in the world in a company that was elected by the employees as the best places to work by Glassdoor and it´s is GPTW for several consecutive years.

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, veteran, or status as a qualified individual with disability.

Are you interested?

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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)

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Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.