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.
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.
The Technical Account Manager (TAM) Senior Staff (Expert level) uses wide-ranged advanced technical experience to resolves complex customer issues. Focused on building relationships with mid/large strategic customer accounts to ensure the investment value of Equinix services. Onboards and advises customers during installations and configurations, engages managed service offerings, trains customers on technical product topics (including new features and capabilities) and serves as an advanced technical expert and advocate for assigned customer accounts. Determines methods and procedures, may coordinate activities of others.
Adoption and Implementation
Uses advanced technical experience to understand the customers needs and resolves wide-ranged customer business challenges, as they relate to their technical environment and their usage of Equinix product and services
Provides advanced support to key account customers on technical design details, technical guidance, and supports the deployment and configuration of Equinix digital products
Provides technical implementation support to customers in implementing advanced technical solutions and/or products
Onboards and advises mid/large key customer clients during installation and configuration process; engages managed service offerings and partners with customers to revolve advanced technical issues
Advocacy and Support
Serves as an advanced advisor on mid/large sized customers on supporting wide-ranged technical customer matters, such as: when and how to consider expanding their platform, how to adopt new features, and when to upgrade software and/or hardware
Provides advanced onboarding support and advises clients during installations and configurations; engages managed services offerings, and partners with customers on how to approach and resolve a wide-range of business needs
Hosts trainings to customers on advanced technical product topics, including new design features and capabilities
Monitors communications between the customers, Equinix and partners to resolve the customer's advanced infrastructure matters
Solution Review and Consultancy
Advises the customer on wide-ranged advanced technical matters, such as: when to consider expanding their platform, how to adopt to new features, and when to upgrade software and/or hardware
Serves as a primary focal point for expert technical questions, ideas, and issues
Monitors advanced customer environments and establishes metrics to assist with the development of recommendations to improve performance of resolving advanced integrated systems and infrastructure
Provides expert level assessments to meet customer objectives and business requirements by creating a implementation roadmap and milestone/Key Performance Indications (KPIs)
Engagement and Learning
Shares knowledge and best practices with customers on advanced technical matters
Conducts expert design demonstrations and reviews of Equinix virtual products for large key customer account(s)
Hosts customer training and learning sessions on design usage
Best Practice Development
Creates and contributes to collective knowledge base by adding articles, for advanced internal processes, troubleshooting, and customer facing documentation
Collaborates across teams, including: GCCX, Sales, Product and Operations to create, refine and implement TAM business support processes
Gathers customer feedback and translates needs into effective recommendations for product organization
Collaboration / Communication
Assists account teams in efforts to maintain existing customer relationships and identify new opportunities
Proactively manages advanced level customer situations
Coordinates actions of the team to ensure customers and internal stakeholders have the information required to make decisions to resolve advanced issues quickly and ensure customers are receiving value from their platform and driving adoption
Collaborates and communicates with multiple internal teams to ensure advanced customer support resolution
Actively contributes to a positive team culture
Subject Matter Expertise
Demonstrates advanced knowledge of Equinix virtual products to design, build, and troubleshoot complex design customer deployments
Articulates expert level knowledge of Equinix products and technical domains including: networking, security, cloud, data science, compute, application development, and enterprise applications
Builds strong working relationships with technical counterparts while supporting advanced customer accounts in their use of Equinix digital products
Dedicated to support mid/large customers consuming an advanced amount of virtual products
Serves as a "swarm" leader by bringing other team members and technical resources into the conversations
May coordinate project activities for others for coaching and mentoring
8+ year's professional experience, Bachelor's degree or equivalent experience
Japanese and English fluent
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.
【コロナ状況下 働く環境】 在宅勤務100％
「顧客満足度を高めるには、まず従業員満足度を高めること」が当社の考え方。グローバルで成長を続ける当社では、「THE Magic OF EQUINIX」というグローバルの社員間で共通の“魔法の言葉”を持ち、それをわたしたちの普段の行動指針としています。そのひとつがが「みんなのために」ひとりでやれることには限度があります。お客様をサポートするのと同じようにチームメンバーもサポートすることにより、より大きな成果を上げることができるという考え方です。
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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.
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.
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