Digital Sales Support Associate
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.
DSSA’s are expected to create the majority of their customer facing quotes.
Support Associate function is designed to:
Support AEs/ Edge Specialists with creating, tracking status and garnering approvals for quotes. AEs/ Edge Specialists require such support for various reasons including system functionality issues, quote complexity, traveling/out of office, knowledge/training, and exceptional high volume of quotes.
Provide live sales support for all system related questions and be the single point of subject matter expertise for any system or process enhancements (e.g., ECO enhancements)
Support some sales related activities for complex customer accounts.
This position will handle both administrative tasks for Edge Specialist related to entering quote information and customer facing tasks (e.g., gathering requirements from customers, supporting sales activities for complex customer accounts).. While the key responsibility is shepherding all quotes to booking and thus, generating revenue for Equinix, when applicable the job may also require working with or supporting Customer Service Managers to support them on revenue related activities. The job is therefore a key partner for Edge Specialists and Customer Service Managers.
Daily activities include:
Pre-Sales Administration and Transactions Coordination
Coordinate all pre-sales activity for small and medium size customers
Collect complete and correct data upfront
Validate quoting info provided by Edge Specialists
Follow up directly with Edge Specialists on any clarifications or additional info required to accurately generate quote
Monitor and manage quote request queues in Salesforce
Keep systems up-to-date with customer information and legal documents
Manage cases according to regional Case Management guidelines
Oversee quote approval process
Assist with New Customer set up
Handle escalation between Sales Support and other internal groups
Work with the sales executive to ensure pricing agreements are in place and accurate
Provide support to Sales Reps on generating legal Agreements in SFDC and submitting nonstandard term requests to Legal (e.g., for DSA, Policies)
Operate in the optimized case load range
Work on small projects in addition to everyday role
Follow up with customer on required documents and missing information
Ensure Customer PO compliance
Follow up on quotes and orders
Assist with customer questions via email or phone
Assist with gathering preliminary QBR info (for larger customers)
Be able to manage all changes and keep the quote and documents up to date
Engage cross functional teams to coordinate requirements against deadlines
Communicate effectively with a variety of departments within Equinix and function well within a team
Facilitate SFDC opportunity management by cleaning up opportunities based on guidelines
Process and Policy adoption and reinforcement
Train Edge Specialists on new tools, process and policy
Deliver refresher trainings to address knowledge gaps
Communicate process improvements and enhancements to Sales Team
Education and Experience
BA/BS degree or equivalent experience, preferably in computer-related field
Siebel, Salesforce.com knowledge/experience is a plus
Who are you?
Excellent organizational, communication and interpersonal skills, ability to professionally communicate and interact with all levels of internal and external customers
Strong attention to detail with a high degree of accuracy
Ability to work and adapt in rapidly changing environment
A customer service focus
Ability to juggle multiple priorities, handle highly confidential information, and a self-starter attitude
Expertise in MS Word, Excel (including Excel pivot tables), PowerPoint required
Strong process orientation and analytical and deductive reasoning skills
What we offer
The opportunity to leave your mark in a company that is growing quickly and still manages to keep a pioneer spirit. We offer you a competitive salary in return for your time and drive, sharing your knowledge and experience. You will be offered, a defined contribution pension plan, an annual bonus scheme, but overall an environment where you can flourish, grab opportunities and enjoy yourself whilst working.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
We look forward to hearing from you!
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.
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.
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