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Team Lead, Customer Success

 

Team Lead, Customer Success

  • JR-121903
  • Slough
  • Customer Success
  • Full time
Team Lead, Customer Success

Team Lead, Customer Success

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With data centers in over 25 countries spanning across 5 continents, we are home to the Cloud, supporting over 9800 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.


At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who build The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.

The role

The Global Customer Care and Experience (GCCX) organisation is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSM). We continue to grow and evolve to include many change initiatives impacting processes, tools and globalisation of roles and responsibilities.

The Team Lead is responsible for guiding, managing and motivating a team of Customer Success Managers on a daily basis. You will also be responsible for a small portfolio of customer accounts. You will drive collaboration with customers and internal cross functional teams to coordinate customer implementations and meet customer requirements on time, and efficiently.

What is the role about?

  • Responsible for the day to day running of the team, providing support and guidance.
  • Develop the team to support our customers reactively and proactively, within the scope of the CSM role
  • Review team performance, KPIs and goals and keep your manager informed.
  • Maintain new and existing customer relationships and work cross functionally to deliver services within agreed timescales and in line with customer expectations.
  • Responsible for providing the right solution to a wide range of customer requests.
  • Act as the voice of the customer by listening to and sharing customer feedback via company systems, and also reporting to the relevant internal stakeholders.
  • Responsible for implementing and managing service account plans, operational service reviews and customer business reviews.
  • Serve as an escalation point internally and externally for issues.
  • Inform and guide customers in the use of Equinix customer portal policies and procedures.
  • Ensure you are aware of the latest Equinix products and solutions.
  • Contribute to CSM related projects within the GCCX organization.
  • Develop and build strong working relationships with Sales, Operations and other cross functional teams.

Who are you?

  • Preferably a background in a technical field or similar, such as IT, telecom or data centres.
  • Proven experience in a rapidly changing organisation, in a customer facing role.
  • Prior experience in a leadership or senior role.
  • Experience building positive relationships with customers and internal stakeholders.
  • Well organized with excellent attention to detail.
  • A hands-on mentality and adaptable to change.
  • The ability to remain calm and professional under pressure and in high stress situations.
  • Sound judgment with great problem-solving and analytical skills.

What we offer

Next to a competitive salary, sales incentive plan and attractive benefits we offer you the opportunity to leave your mark in a company that is growing quickly and still manages to keep a pioneering spirit. Equinix offers a company culture that values commitment, respect and fun at work.

Interested? Please use the link to our career web page to apply, so we can get back to you as soon as possible.

We look forward to meeting you!

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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.