Job Description

Equinix is the world’s digital infrastructure company, operating 220+ 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 76+ 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. 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. As Billing Manager you will lead a team of Account Management Leads that is dedicated to supporting the invoice to cash activities for a select group of Global Customer accounts and to improve customer experience and drive customer satisfaction. The critical role of the team will be to solve long standing disputes and process bottlenecks. Find new ways to reduce friction for these customers to work with us across the invoice to cash lifecycle. This role will also be responsible for delivering the financial results for this group of customers, included Aged Debt, Customer Resolution SLO and unapplied cash/credits Responsibilities

• Partners with cross-functional teams that help solve problems, drive resolution and streamline end to end processes.
• Develops and builds relationships at a managerial level with Regional/Country Leaders, Sales, IBX Management, Operations, and other cross-functional teams to raise awareness and drive resolution of customer-impacting issues
• Develop global alignment in the way we serve our global customers
• Provides coaching and development for the team including setting and consistently reviewing KPI’s.
• Supports hiring, onboarding, and leads team of Global Account Leads including resource planning to support our customers

Accountabilities

• Manages customer specific project/initiatives to improve the service we provide to them and resolve long-standing issues
• Understand contractual conditions and partner with Sales and Legal to make recommendations to provide scalability and new ways of working.
• Builds a strong and collaborative relationship with the Customers key decision maker and day to day operations team
• Creates account distribution and alignment with Customers, Sales, Geography and Tiers
• Participates in/leads stakeholders in service improvement initiatives
• Identify policies and procedures, proactively seeking continuous improvement

Qualifications

• 9+ years experience preferred
• Significant experience in recurring revenue accounts
• Bachelor’s or equivalent professional qualification
• Able to operate in the detail and contribute to process enhancements
• Excellent collaboration skills with internal teams/external customers
• Experience at identifying and delivering process efficiencies
• Requires working across multiple time zones

Knowledge, skills and abilities

• Collaborative personality and able to build strong personal relationships
• Requires a high level of analysis, judgement, negotiation, and problem-solving skills
• Highly organized, with attention to detail and a dedication to resolving issues
• Able to remain professional in high stress situations and work under pressure
• Able to plan, execute and manage high volumes of work
• Embraces change and supports the team manage through it
• Able to interact with all levels of internal and external clients

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