Global Customer Care and Experience (GCCX) organization comprises 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 Customer Success Manager 3 to work with our Platform Alliance Customers. The Customer Success Manager 3 will be responsible for driving customer success for one or more of Equinix’s Platform Alliance accounts. The CSM position is pivotal to strategic conversations with customers to improve adoption of Equinix solutions, aiding customers on their journey.As a trusted partner, the CSM manages the on-going customer relationship and serves as the primary point of contact throughout the customer journey, responsible for overall customer experience. The CSM is expected to work independently on complex client projects, initiatives, and issues, with minimal management guidance, both reactively and proactively.

Responsibilities

• Serve as escalation point both internally and externally with the ability to work on complex requests independently

• Build and maintain trusting relationships with both customers and cross functional teams, to drive customer success

• Identify Revenue Generating Opportunities

• Act as the voice of the customer by listening to and sharing customer feedback, and reporting opportunities to the relevant internal stakeholders

• Drive high customer satisfaction and reduce churn by helping to drive a globally consistent customer experience

• Educate and guide customers in the use of Equinix tools, processes, and policies

• Proactively and reactively identify trends within customer experience, and collaborate with cross-functional teams independently to drive improvement

• Own complex projects and non-standard requests to resolution

• Own the creation, management, delivery and action item resolution of bespoke customer business reviews, post-mortem reviews, success plans, and service improvement plans, when appropriate

• Use analysis, judgement, negotiation, and critical thinking skills to provide the right solution to a wide range of customer requirements

Qualifications

• 5+ years’ customer care experience preferred

• Minimum of 3 years in a CSM equivalent role, preferably in IT, telecommunications, or data centers

• Experience in a rapidly changing and evolving organization, in a customer facing role

• Calm and effective under pressure; able to remain professionalism in high stress situations

• Excellent written and verbal English communication skills are essential

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

• Must be able to travel both domestically and internationally