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.
To develop post-sales customer relationships that promote loyalty and growth by putting the customer at the center of everything we do. The Customer Success Manager collaborates with cross-functional teams to ensure customers are satisfied with the services/products they received, and proactively orchestrates the customer's Equinix journey towards their evolving objectives and goals.
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 new logos and 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
Regular Business or Operational Review:
Plays a role in preparation and delivery of Business Review (partner with sales)
Full ownership for preparation and delivery of Operational Service Review
Identifies root cause and drives resolution on cross functional issues
Leads account team in developing customized review materials as appropriate
Project manages resolution of follow up actions from reviews
Adoption and Success Management:
Proactively review product utilization. Drive product and process adoption.
Develop and track progress of Customer Success Plan.
Advise customer on how to get the most value out of their current investment with Equinix.
Act as customer advocate. Collect and manage customer feedback. Work with cross functional team to drive process improvements and customer experience improvements
Develops, manages and delivers on a service improvement plan
Global Account Leadership:
Virtual team management for special customer projects
4 to 6 years of experience in a post sales, service delivery type role
Strategic accounts management experiences in MNC / sizable Co is highly preferable
Bachelor's degree preferred
Excellent interpersonal and communication skills. High competence in English is essential
Ability to work effectively with senior level stakeholders across functions internally and externally
Strong analytical and problem-solving skills
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.
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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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