Job Description

Who are we?Equinix is the worldxe2x80x99s digital infrastructure companyxc2xae, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.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.Customer Success Manager 3Job SummaryProvide best in class support through the evaluation of customer loyalty and oversight of local, 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.ResponsibilitiesCustomer OnboardingUtilizes diverse judgement to determine the best method of interacting with customers during onboarding based on customer needs and project scopeUses the 3 Phase Methodology for onboarding:Phase 1 - Conducts pre-onboarding for all customersPhase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customersPhase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doingMay 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 othersAble to communicate with customers what other teams at Equinix do and how customers should utilize themGeneral:May interact with cross functional teams as input to the various stagesIs skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategicallyIs a seasoned professional skilled in Equinix's processes, policies and escalation paths. Understands some nuances between regional processesPost onboarding, follows up on actions and tasks and understand how these tasks connect to customer's goalsAble to articulate trends for this customer as well as across multiple customersAble 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-planningAdoption and Customer Success ManagementDrives product and process adoption by understanding customer usage trends for key customersAble to articulate a diverse understanding of Equinix's products (current and future) to provide customer education on concepts, practices and proceduresCollects and manages customer feedback, providing the information to relevant teams to improve the customer experienceProactively identifies feedback trends across customers and drives process improvementsProactively reviews product utilization and proposes potential solutionsDevelops, maintains and tracks the progress of a Customer Success Plan (for select customers) within a diverse scopeGeneral:Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customerActs as a seasoned customer advocateEnsures a smooth and clear handoff to/from internal teamsProactively reaches out to customers to touch base (i.e. health check)Develops and implements methods of best practicesLeads cross functional teams for special customer projects. May perform for global accountsIssue and Escalation ManagementAssess issue/escalation to validate, prioritize and progress accordinglyManages, documents and raises visibility of critical escalations as appropriateEngage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from managementIdentifies process improvement opportunities or plans while leveraging what is already in placeSet up or support cross functional collaboration with internal stakeholder teams to drive consistency and overcome challengesManage 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 globallyGeneral:Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations.Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from managementProvides global consistent communicationEscalate to Global Escalation Management and functional teams as requiredAccount Management & RetentionConnects regularly with key customer accounts over formal Customer Business Reviews and proactive outreach activitiesProactively seeks revenue growth opportunities from customers by understanding their business pain points and business goalsInvolved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a diverse scopeFlags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churnManages delivery of regular Operational Survey Review for selected accounts, within a moderate scopeProject manages resolution of follow-up actions from CBRs/OBRsGeneral:Drives high customer satisfactionSupport revenue growth of companyAble to support diverse customer projects independentlyQualifications5+ years experience preferred within Customer Success or similar roleUnderstanding of Data Center / Telecommunications / Networking / Cloud industryHigh level of self motivation with minimal supervisionComfortable in ambiguity and continuous changeEagerness to grow/learnBachelor's degree preferredEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing .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.

Equinix