Customer Enablement Principal

Customer Enablement Principal will serve as a key member of the Global Operations Excellence team and will provide expertise in datacenter commercial operations to regional and global pre-sales teams (Equinix Contract Specialists, Contract Negotiators and Sales and Marketing) to help us maintain our #1 position in the market and sustain Equinix’ global growth strategy. This individual will also provide subject matter expertise to the post-sales support team serving our largest customers and ensure datacenter operations projects and solutions are globally aligned. 

Responsibilities include:  

• Protecting and preserving Equinix’ operational capability to provide a globally consistent customer experience and ability to scale through thorough and rigorous review of non-standard customer requests e.g. SLAs 

• Providing datacenter operations and operational capability subject matter expertise to Equinix contract negotiators to support negotiations of new deals from large strategic customers and to other internal parties. Participation in negotiations as and when required  

• Conducting pre-sales and post-sales review and evaluation of individual customer’s datacenter operations-related requests and assess potential impact and risk to Equinix  

• Evaluating and escalating non-standard operations requests, and collaborating on whether or not they can be approved based on the risks/impacts to datacenter operational capability and subsequently devolved across the region  

• Assisting with datacenter operations-related responses to customers’ Requests For Proposals (RFP) 

• Providing practical operational solutions and suggestions to Legal Counsel when modification of terms is required for acceptable contract terms 

• Acting as a key member of customer business reviews and supporting actions and activities arising from these reviews 

• Responding to inquiries/escalations driven by custom agreements for infrastructure and services to internal departments 

• Serving as a liaison between the Equinix Client Services organization and datacenter operations for matters related to Equinix’ largest customers 

• Collecting, cataloguing and archiving datacenter operations-related information needed to answer escalated requests from pre-sales teams and customers’ audit requests 

• Engaging and interacting with other datacenter Operations team members and datacenter site staff as required to deliver globally aligned pre and post-sales projects/solutions 

• Obtaining familiarity with established datacenter datacenter operations policies, processes and procedures 

• Authoring of policies, processes and procedures as needed 

• Expose data via dashboards and other methods 

• Develop processes to capture information, conduct analysis, and share findings.   

• Work closely with the global operations teams to drive improvements to reduce/eliminate identified risks 

• Provide leadership with metrics on team efficiency and prioritize areas for strategic improvement 

• Identify and implement methods to scale solutions 

Required Qualifications: 

Competitive candidates will have the following qualifications: 

• Seven or more years’ work experience preferably in a Data Center operations environment and/or a critical customer facing role or legal setting with experience in applying business fundamentals 

• Team player that enjoys engaging with others and a track record of good networking, decision-making and judgment   

• Demonstrates analytical thinking and collaborates as necessary to breakdown complex problems and to make effective decisions 

• Excellent interpersonal skills to work closely with individuals at all levels and in all areas of the organization, including external customers in a fast-paced environment 

• Ability to perform research for datacenter infrastructure and datacenter operations-related contract issues 

• Demonstrates ability to learn quickly and work independently using a variety of software tools and collaboration techniques 

• Strategic thinker and decision-maker 

• Excellent organizational skills, attention to detail and competency with formal documentation and contracts 

Desired Qualifications: 

• Strong oral communication 

• Strong written communication skills 

• College degree/Professional Certificate in Mechanical/Electrical Engineering, Datacenter Infrastructure, Computer Science or related field is highly desirable 

• Experience in data center operations, and/or critical customer service management 

• Working knowledge of incident management process, incident management ticketing systems and/or ITIL Service Management is a plus.   

• Familiarity with datacenter infrastructure and operations strongly preferred 

• Datacenter knowledge certificates is a definite plus 

• Understanding of the fundamentals of data center products and the fulfillment of services