Job Description

Sales Support Associate

Equinix is the world\xe2\x80\x99s 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

The Sales Support Associate (SSA) is part of the Global Sales Operations. We are looking for someone with Pre-Sales Project Management skills and will be able to support pre-sales activities.

The SSA plays a crucial role in managing pre-sales activities and works cross-functionally to solve quotes and order issues. The SSA is the pre-sales operations contact who coordinates tasks seamlessly behind the scenes. You will be responsible for managing multiple deals across APAC, ensuring they conform to Equinix standards, providing the scope and direction of each are on schedule. Additionally, where there is a policy, process tool, or system change impacting the customer or Sales, the SSA will make sure they are aware and help them through adoption.

The SSA has a Project Manager\'s skills to work cross-functionally and has a track record of delivering exceptional customer support to customers\' portfolios. The SSA works closely with the customer and sales reps and offers value by providing proactive and reactive pre-sales support. You will be a highly organized and efficient professional who can wear multiple hats throughout the working day while prioritizing the most critical requests.

They manage large and complex customer projects and functions as the trusted advisor to customers and the account team.

Part of the role is proactively shepherding quotes through the approval process up to the booking. Working closely with numerous departments to ensure all are in sync to deliver the customers\' requirements. Building relationships is vital, providing guidance and keeping quotes/issues concurrently updated to the relevant parties.

Daily activities include:

Responsibilities

Customer Engagement

SSA is part of the account team and is customer-facing. The SSA may be asked to join Customer meetings and prepare quoting-related QBR (Quarterly Business Review). Travel within APAC may be required

Follows up with the customer on required documents and missing information

Support customers with pre-sales-related questions on the quotation, prepare customer renewal report, and project insight quarterly and annually

Pre-Sales and Transactions Coordination

Support Customers and Sales reps with creating, tracking status, and garnering approvals for quotes. Also, support for system functionality issues, quote complexity, knowledge/training, and the exceptionally high volume of quotes on the regional or global scale

Validate quoting info provided by customers/ Sales reps for nonstandard quotes. Follow up directly with Sales reps on any clarifications or additional information required to generate quote accurately

Monitor/manage quote request queues and generate quotes related to new orders, amendments, and renewals. Manage quote revisions, approvals, pricing ramps, and pricing agreements and contract language as needed

Ensure any/all non-system-managed approvals are appropriately maintained before quotes, or other legal documents are released to customers

Project Management

Responsible for setting, guiding, and managing the project to its target. Responsible for managing time (schedules / phases), resources (internal and external) and content (milestones / targets)

Project manages single country, large, complex deals, maintain all change record and keep details/document up to date

Engages cross-functional teams to coordinate requirements against deadlines

Create project plans and manage modifications. Define needed resources and organize project tasks and working roles. Plan, create, deploy and deliver processes related to the project

Review project deliverables. Provide project management documentation

Process and Policy Adoption and Reinforcement

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)

Provide 1st level support to Sales Reps on generating legal Agreements in SFDC and submitting nonstandard term requests to Legal (e.g., for MCA, GTC, Policies)

Provide live support to sales reps on any system/process related issues

Deliver job aids/FAQs on any system/process enhancements to the sales team

Communicating effectively with a variety of departments within Equinix and function well within a team

The responsibilities/roles are not limited to the job scopes above and may require more from the candidate

The employee may perform other related duties to meet the ongoing organizational needs

Knowledge, Skills, and Abilities

Siebel and SFDC expertise is a plus

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 a 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

Working knowledge of the internet, hosting, and networking concepts desirable

Understanding Equinix products

Ability to travel from time to time

Qualifications

BA/BS degree or equivalent experience, preferably in a computer-related field

3+ years of experience in Project Management/ Quote Support / Customer Support Organization/Telco

Siebel, Salesforce, Excel knowledge/experience beneficial

English & Japanese written and speaking proficiency level-high

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.

Visit our Career page to understand about Equinix COVID-19 Vaccine Policy.

Equinix