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SVP, Care

 

SVP, Care

  • JR-202274
  • Redwood City
  • Executive Management
  • Full time
SVP, Care

SVP, Global Customer Care and Experience

Equinix is the world’s digital infrastructure company, operating over 240 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 77 consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of over 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 27 countries spanning five continents – and counting! 

A leadership role at Equinix means you will drive and collaborate on work that impacts the world. 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. 

SUMMARY

Equinix is looking for a highly effective business and technology leader to become the Senior Vice President of Global Customer Care and Experience. The SVP of GCCX (Global Customer Care Experience) handles bringing a strategic vision and innovative approach to leading critical customer-facing teams who ensure we build, support, and grow long-term customer relationships throughout their journey with Equinix. This leader plays a key role in organizational evolution from customer care to success as part of Equinix’s digital transformation. Leading change management through experience and proven practices this leader will align the team’s focus to customer goal attainment, product use, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Equinix’s customers. The successful candidate will have an action mindset, is excited by the idea of quickly scaling to a globally expanding product suite, and thrives in a bold, fast-moving, transparent, culture-driven leadership team and company while enabling both customer and company success.

RESPONSIBILITIES

  • Lead the transformation of successful team from a focus on customer care and experience to customer success while navigating the evolution to a digital first organization
  • Partner with Go-to-Market Teams, Product Operations, and regional leaders to deliver a consistent and valued customer experience by developing and scaling repeatable methodologies, creative solutions and proven best practices
  • Work in partnership with the Sales organization, other cross-functional teams, prospective and existing customers to define and execute growth plans by using our products and services to drive long-term customer value and success
  • Develop customer listening methods and feedback loops across the customer lifecycle to be the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
  • Drive customer lifetime value by defining, assessing, supporting and elevating the customer journey, deploying programs to help drive business value with customers, sharing new features and use cases, and collaborating across Equinix to find and pursue customer growth opportunities.
  • Collaborate with peers in the Business Units, HR, IT, and Finance organizations to build innovative ideas and strategies based on the voice of the customer, further elevating the overall customer value and experience
  • Actively lead engagement with users on the platform and drive increased adoption of our services through close coordination with the users both digitally, and through our people.
  • Build and nurture C-level relationships across customers to solidify the company’s partnership, show a commitment to the customer’s goals and pursue value through innovative solutioning.
  • Overachieve key business objectives including bookings, revenue, customer retention, usage-based growth, and budget management
  • Architecting the Global Customer Care and Experience organization to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments while inspiring and motivating the team through a vibrant and inclusive culture that inspires people to do their best work.

BACKGROUND AND EXPERIENCE

  • Must have a true passion for customers and those who serve them
  • Customer Success Leadership Experience – leadership experience building a strategy for customer success and/or experience in a global, highly matrixed B2B SaaS/PaaS/IaaS, technology, software or cloud-based company
  • Track record of leading and scaling global customer success, support, and delivery team of 500+ (900+ with BPO partners)
  • Customer Engagement Across Multiple Segments – successfully led or built a Customer Success organization focused on direct and indirect channel partner engagement from Fortune 2000 enterprises down to mid-size enterprises
  • Operational Strength – Success in implementing and scaling repeatable processes, systems, and best practices that are required to increase customer adoption, engagement, retention, and expansion in a demanding, fast-paced environment
  • Team and People Leadership – Experience or gravitas to work with the CEO and C-Suite to make sound decisions and problem solve in a collaborative and matrixed environment
  • A compelling communicator and presenter who can build and scale teams that can work well cross-functionally across the organization
  • Experience translating customer experience feedback into actionable insights and initiatives
  • Proven ability to apply segmentation as a tool to clearly differentiate levels of service and support based on intentional segmentation alignment.
  • Experience managing C-level customers through challenging situations

KNOWLEDGE AND SKILLS

  • 15+ years of work experience in a leadership position
  • 10+ years of work experience in enterprise software
  • 5+ years in experience in customer success or related role
  • Deep understanding and experience in customer service and success
  • Organizational and strategic management skills, including business, roadmap, and resource planning
  • Strong analytical and problem-solving skills
  • Agile leadership capabilities that encourage and support innovation and embrace ambiguity
  • Ability to manage resources across multiple geographies
  • A natural collaborator and problem solver who can build partnerships, alliances and relationships across the organization and can bring teams together to solve complex issues
  • Advanced communication skills catered to a wide variety of audiences.
  • Advanced relationship management skills, including partnering and consulting with senior management and executive roles for internal and external partners
  • Proficient in interpreting business and technical requirements and making optimal decisions
  • Decisive leader that delivers the best business outcomes
  • Excellent leadership, management, and interpersonal skills.
  • High EQ and ability to lead with positive influence.
  • Ability to build an operating model with tools, processes, and people to drive a scaled model for customer success
  • Global travel required

AGILITY & POTENTIAL

  • Foresight: Simplify complex problems, develop creative solutions, thinking dexterity.
  • Learning: Self-awareness, curious and open-minded, courageous.
  • Adaptability: Authenticity, empathy, flex and transformation.
  • Resilience: Ownership mindset, purpose, and integrity, persist and sustain energy.

CULTURE

  • Critical that candidates resonate with the Equinix mantra of being “In Service To” each other, to our customers, to our shareholders and to the communities in which we operate.
  • An authentic commitment to Diversity & Inclusion, helping Equinix build a culture where every employee can confidently say “I’m Safe, I Belong and I Matter.”
  • Other key characteristics desired: authenticity, humility, perseverance, drive.

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, 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.