Senior Manager, Global Customer Account Team

Equinix is the world’s digital infrastructure company, operating 220+ 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 76+ 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.

Job Summary: You will lead a team which is dedicated to supporting the invoice to cash activities for a select group of Global Customer accounts.

Critical role of the team will be to solve long standing disputes and process bottlenecks.  Find new ways to reduce friction for these customers to work with us across the invoice to cash lifecycle.

This role will also be responsible for delivering the financial results for this group of customers, included Aged Debt, Customer Resolution SLO and unapplied cash/credits. 

You will lead a team to closely partner with these customers to improve customer experience and drive customer satisfaction.

Responsibilities

• Partners with cross-functional teams that help solve problems, drive productivity and streamline end to end processes

• Develops and builds relationships at a managerial level with Regional/Country Leaders, Sales, IBX Management, Operations, and other cross-functional teams to raise awareness and drive resolution of customer-impacting issues

• Develop global alignment in the way we serve our customers

• Provides leadership, coaching and development for the team

• Hires, onboards, and leads team of Global Account Managers, Global Account Supervisor to support our customers

• Develops team of GBCC Account Managers to support our customers proactively

• Participation in quarter business reviews (QBR) to further enhance customer relationship

Accountabilities

• Ensures KPI's are in place for the team which are appropriate for the needs of the function and its stakeholders. Accountable for resource planning (people, finances etc.) across the team.

• Manages customer specific project/initiatives to improve the service we provide to them and resolve long-standing issues

• Serves as escalation point internally and externally for complex issues

• Evaluates special terms and conditions and makes recommendations from GBCC perspective

• Develops strong partnership with these key customers

• Creates account distribution and alignment with Customers, Sales, Geography and Tiers

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

• Participates in/leads stakeholders in service improvement initiatives

• Identify policies and procedures, proactively seeking continuous improvement

Working Relationships

• Customers

• GBCC & Finance Leadership

• Suppliers

• GBCC; Sales Ops; Commercial Solutions; Legal and other relevant functions

Qualifications

• Bachelor’s or equivalent professional qualification

• 10+ years’ experience preferred

• Able to operate in the detail and contribute to process enhancements

• Excellent collaboration skills with internal teams/external customers

• Expert at identifying and delivering process efficiencies  

• Requires working across multiple time zones

Knowledge, Skills and Abilities

• Collaborative personality and able to build strong personal relationships

• Requires a high level of analysis, judgement, negotiation, and problem-solving skills

• 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 supports the team manage through it

• Highly organized, with attention to detail and a dedication to resolving issues

• Able to interact with all levels of internal and external clients