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Job Summary

Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.

Responsibilities
Account Type

• Supports field accounts, major account or channel accounts of small to large account size in market/country revenue including new logos - typically 50K MRR or more per account

• Number of accounts supported are typically under 40 accounts although if bigger accounts (greater than $50K) than the number of accounts could be much smaller than 50

Account Support

• Supports customer account base up to and including high complexity and strategic global accounts

• Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving

• Monitors churn risk and proactively engages to reduce service-related churn within region or globally

• Supports/enables non-standard customer requirements independently

• Proactively identifies trends with Customer in globally and methods to improve Customer experience

Onboarding/Implementation Project Coordination

• Onboarding strategic new logos, non-strategic and strategic customers independently

• Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope

• Able to support complex projects/implementations independently

• Involved in global or regional Account team planning and coordination on strategic accounts

Issue and Escalation Handling

• Post-sale tactical issue resolution

• Acts as point of contact with customer on executive escalations or issues independently

• Prepares and delivers post mortem reviews when appropriate

Quarterly Business Review

• Plays a role in delivery of QBR and QBR preparation

• Identifies root cause and drives resolution on cross functional issues

• Leads account team in developing customized QBR materials as appropriate

• Project manages resolution of follow up actions from QBR's

Service Improvement Plan

• Develops, manages and delivers on a service improvement plan

Global Account Leadership

• Virtual team management for special customer projects

Qualifications

• 3+ years experience preferred

• Bachelor's degree preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.