Job Description

Customer Success Manager 3

Equinix is the worlds digital infrastructure company, operating 240+ 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 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six 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.

Job Summary

Provide best in class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned experienced professional with a full understanding of the area of specialization while working on problems within a diverse scope.

Responsibilities

Customer Onboarding

Utilizes diverse judgement to determine the best method of interacting with customers during onboarding based on customer needs and project scope

Uses the 3 Phase Methodology for onboarding:

Phase 1 - Conducts pre-onboarding for all customers

Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers

Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing

May lead onboarding across multiple regions in partnership with other CSMs

All Phases

Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with specialized skills in a way that allows the CSM to influence the customer and others.

Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General

May interact with cross functional teams as input to the various stages

Is skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategically

Is a seasoned professional skilled in Equinix's processes, policies and escalation paths. Understands some nuances between regional processes

Post onboarding, follows up on actions and tasks and understand how these tasks connect to customer's goals.

Able to articulate trends for this customer as well as across multiple customers

Able to utilize inquiry (questioning) skills with the customer in order to better understand their business. Able to know the best timing and method for asking questions. Able to generate questions for customer in the moment without requiring any pre-planning

Adoption and Customer Success Management

Develops, maintains and tracks the progress of a Customer Success Plan (for all customers) within a diverse scope

Drives product and process adoption by understanding customer usage trends for key customers

Able to articulate a diverse understanding of Equinix's products (current and future) to provide customer education on concepts, practices and procedures

Collects and manages customer feedback, providing the information to relevant teams to improve the customer experience

Proactively identifies feedback trends across customers and drives process improvements

Proactively reviews product utilization and proposes potential solutions

General

Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customer

Acts as a seasoned customer advocate

Ensures a smooth and clear handoff to/from internal teams

Proactively reaches out to customers to touch base (i.e. health check)

Develops and implements methods of best practices

Leads cross functional teams for special customer projects. May perform for global accounts

Issue and Escalation Management

Assess issue/escalation to validate, prioritize and progress accordingly

Manages, documents and raises visibility of critical escalations as appropriate

Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management.

Identifies process improvement opportunities or plans while leveraging what is already in place

Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans using established process when required with support from management, potentially globally

General

Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate to GEM and functional teams as agreed.

Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management

Provides global consistent communication

Account Management & Retention

Involved in managing accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations within a diverse scope

Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn

Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope

Project manages resolution of follow-up actions from CBRs/OBRs

General

Drives high customer satisfaction

Able to support diverse customer projects independently

Qualifications

5+ years experience preferred

Bachelor's degree preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

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