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Customer Success Manager 2- French Speaking

 

Customer Success Manager 2- French Speaking

  • JR-125884
  • Warsaw
  • Portugal
  • Madrid
  • Customer Success
  • Full time
Customer Success Manager 2- French Speaking

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 is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSM). We continue to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continued success, we are looking to hire a CSM 2 based in Warsaw, Poland.

The CSM position is pivotal in the delivery of services to a portfolio of Equinix customers. The CSM drives collaboration with customers and internal cross functional teams to manage requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service related customer questions, requests, and issues to resolution.

The portfolio of clients for the CSM 2 position is typically comprises small to medium corporate accounts in market/country revenue including new logos.

Job Summary:

Supports small to medium sized corporate accounts on post sale support items issues and onboarding.

Responsibilities

Account Support

  • Supports customer accounts
  • Acts as a customer advocate
  • Responsible for ownership and resolution of customer issues. Situations require analysis, judgement and problem solving
  • Engages customer to reduce service-related churn risk within region with minimal direction from leadership
  • Supports/enables non-standard customer requirements
  • Proactively identifies trends with Customer in region and methods to improve Customer experience

Onboarding/Implementation Project Coordination

  • On-boards up to medium size Customer new logos and non-strategic customers independently
  • Utilises standard onboarding templates and checklists and uses some judgement to make modifications to the standard during onboarding based on customers needs and project scope
  • Able to support projects/implementations independently
  • Involved in regional Account team planning and coordination

Issue and Escalation Handling

  • Post-sale tactical issue resolution
  • Acts as point of contact with customer on escalations or issues independently
  • Tactical preparation and delivery of post mortem reviews when appropriate

Service Improvement Plan

  • Manages and delivers on a service improvement plan

Global Account Leadership

  • Coordinates cross-regional customer needs without guidance

Who are you?

  • Very strong written and verbal English and French.
  • 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.
  • Requires judgement and problem solving skills.
  • Technical aptitude and broad understanding of the technical service industry preferred.

What we offer:

  • Competitive salary plus attractive bonuses;
  • Wide range of non-cash benefits;
  • Opportunity for professional development in the international environment as well as improving abilities and skills in various areas;
  • Employment in a stable company with an established position in the market;
  • Training package to further master your hard and soft skills;
  • Office in the city centre.

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)

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