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Customer Success Manager 3 カスタマーサクセスマネージャー3(東京)

 

Customer Success Manager 3 カスタマーサクセスマネージャー3(東京)

  • JR-125700
  • Mascot
  • Shinagawa-ku
  • Customer Success
  • Full time
Customer Success Manager 3 カスタマーサクセスマネージャー3(東京)

Customer Success Manager 3, Strategic Alliances

Who are we? 

エクイニクスについて

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.
グローバルなデジタルインフラストラクチャ企業であるエクイニクスは、世界中に200を超えるデータセンターを運用し、すべての主要なクラウドやネットワークへのインターコネクション(相互接続)サービスを提供しています。多くの企業では、ITインフラストラクチャがプライベートやパブリッククラウドの環境に分散化され複雑化しており、それを集約・統合できる単一の場所を必要としています。エクイニクスのグローバルプラットフォームにより、お客様は必要とするあらゆる場所にインフラストラクチャーを展開し、お客様の事業成功のために必要なすべてのものに接続できるようになります。

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.  
エクイニクスは、70四半期以上にわたり連続で急速な成長を遂げているグローバル企業です。優れたパフォーマンスの製品サービスで構成されるエクイニクスの革新的なポートフォリオにより、世界5大陸、26ヶ国において、1,800社以上のネットワークプロバイダーや2,900社以上のクラウド/ITサービスプロバイダーなどを含む約10,000企業による、最大級の活発なグローバルエコシステムを構築しています。

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. 
​エクイニクスでのキャリアは、あなたが世界に影響を与えるような取り組みに参画することを意味します。あなたは様々なキャリア方向性で新しいスキルを習得でき、さらに成長する無限のチャンスに囲まれます。​​また、エクイニクスはダイバーシティを推進しており、多様な発想と貢献を大切にし、公正な職場環境づくりに努めています。これは企業コアバリューの基礎であり、企業活動の成功のために不可欠な要素であるとわたしたちは考えています。

Responsibilities

  • Involved in and may lead Customer Care planning and coordination on strategic accounts

  • Serve as escalation point both internally and externally on complex requests independently

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

  • 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 providing 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 highly 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 problem-solving skills to provide the right solution to a wide range of customer requirements

Qualifications

  • Minimum of 5 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 and Japanese communication skills are essential

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

  • Must be able to travel both domestically and internationally

【雇用形態】 正社員

【勤務時間】 9:00~18:00(事業場外労働のみなし労働時間制適用)

【コロナ状況下 働く環境】

WFH(ワーク・フロム・ホーム=在宅勤務)

【働く場所】

アジアパシフィック(韓国、香港、シンガポール、オーストラリア、日本)の中であれでどちらの国でも可能

【レポートライン】

アメリカ

【休日休暇】 <年間休日約120日以上>

・完全週休2日制(土・日・祝日)
・年末年始(12/29~1/3)
・年次有給休暇(入社日に該当日数を付与、初年度最大12日)
・病気休暇
・試験休暇
・忌引休暇、 他

【給与条件】
※候補者のご経験により考慮いたします。

・通勤交通費別途支給(上限月額5万円)
【待遇・福利厚生】
・給与改定年1回
・各種社会保険完備(雇用、労災、健保、厚生年金)
・従業員自社株式割引購入権制度
・ネクストステージチャレンジ手当/休暇(永年勤続者対象)
・公認クラブ活動支援制度
・メンタルヘルスカウンセリング
・保養施設(箱根、蓼科、富津 他)
・慶弔見舞金(結婚祝金、出産祝金、弔慰金等)、 他

ーわたしたちが大事にしていることー
「顧客満足度を高めるには、まず従業員満足度を高めること」が当社の考え方。グローバルで成長を続ける当社では、「THE Magic OF EQUINIX」というグローバルの社員間で共通の“魔法の言葉”を持ち、それをわたしたちの普段の行動指針としています。そのひとつがが「みんなのために」ひとりでやれることには限度があります。お客様をサポートするのと同じようにチームメンバーもサポートすることにより、より大きな成果を上げることができるという考え方です。

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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.