Job Summary

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 Customer Success Manager 4. 

The Customer Success Manager 4 (CSM4) is responsible for driving customer success for one of Equinix’s strategic accounts.  The CSM4 position is pivotal to strategic conversations with customers to improve adoption of Equinix solutions, aiding customers on their digital transformation journey. 

As a trusted partner, the CSM4 manages the on-going customer relationship and serves as the primary point of contact throughout the customer journey, responsible for overall customer experience.  The CSM4 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 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 

• 7+ years’ customer care experience preferred

• 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 professional in high stress situations 

• Strategic mindset   

• Excellent written and verbal English communication skills are essential 

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

• Must be able to travel both domestically and internationally