Customer Success Manager 3

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 3 in Warsaw, Spain or Portugal.

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 leads on a very broad range of account and service- related customer questions, requests, and issues to resolution.

The portfolio of customers for the CSM 3 position is generally medium to large in scope/complexity and global involvement is required. The CSM is expected to work independently on both standard and non-standard, complex client requests and issues with minimal management guidance.

Responsibilities

• Onboard / Educate customers to leverage Equinix policies and procedures, customer facing support and ordering systems
• Develop and maintain expertise on Equinix’s products and services
• See opportunities to solve customer business requirements by leveraging Equinix’s products & services
• Demonstrate proper use of systems, tools, processes and functions
• Work cross functionally on new and existing customer installations to deliver services in the agreed upon timeframe
• Identify opportunities to drive and support a globally consistent customer experience
• Identify trends and propose solutions
• Orchestrate cross functional resources to solve customer requests
• Capture success plans through understanding customer’s goals and objectives
• Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues
• Conduct customer meetings and capture insight by driving meaningful dialogue
• Participate in Customer Business Reviews
• Understand the value of cross functional relationships and use them in the right way to drive ongoing improvements
• Act as the customer advocate with thoughtful and creative balance between customer and business needs
• Identify risk, opportunity and use good judgment for when to raise visibility
• Effective escalations and track appropriately
• Has foresight to identify patterns/themes/trends that contribute to a negative customer experience
• Independently identify when to develop and implement service improvement plans – drive cross functionally to improve the overall customer experience
• Keep pulse of the customer and identify risk
• May participate in projects and initiatives that drive overall improvements

Who are you?

• Collaborative personality and able to build strong personal relationships with stakeholders
• Highly organized, with attention to detail and a dedication to resolving issues
• Calm and effective under pressure
• Able to plan, execute and handle high volumes of work
• Able to embrace change
• Excellent written and verbal English communication skills are critical
• Understanding of the technical service industry preferred
• Able to interact with all levels of internal and external clients
• Requires strong analysis, judgment, negotiation and problem-solving skills
• Flexible attitude in accepting unique and non-standard solutions
• Able to train and/or mentor others
• Must be able to travel both domestically and internationally

What we offer:

• Competitive salary plus attractive bonuses
• Wide range of employee benefits
• Opportunity for professional development in the international environment as well as improving abilities and skills in various areas
• Employment in an award-winning company with an established position in the market

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.