Customer Success Manager 1 with Dutch

Who are we?Equinix is the world’s digital infrastructure company®, operating over 250 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 1 with DutchJob SummaryProvide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.ResponsibilitiesCustomer OnboardingUtilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scopeUses the three phase methodology for onboarding. (Three phases include: Pre-Onboarding / Kick-off Onboarding / Continuous Follow up)- Phase 1: May not conduct pre-onboarding, depending on location and size of Customer- Phase 2: Conduct (set up and facilitate) kick-off meeting- Phase 3: For key Customer pro-actively designs a regular cadence with customers to understand how the customer is doing. Cadence may be less frequent for this level of CSM and customerAll Phases: - Communicates effectively, able to translate internal processes to be able to set customer expectations. - Able to communicate with customers what other teams at EQX do and how customers should utilize themGeneral:Collect basic information about your customer so that the experience can be personalizedKnows and can articulate basic EQX process, policies and escalation pathsPost onboarding, follows up on actions and tasksAble to utilize inquiry (questioning) skills with the customer in order to better understand their business. Questions are likely basic and may rely on a script to know what questions to askAdoption and Customer Success ManagementMay develop, maintain and track progress of a Customer Success PlanReview product and process adoption by understanding customer usage patternsAble to articulate an understanding of EQX products (current and future) to educate customers on key conceptsCollect customer feedback, providing it to relevant teams to Improve the Customer ExperienceReview feedback trends across Customers, able to articulate behavior differencesMay proactively review product utilization and solicit potential solutionsGeneral:May attend presale internal discussions to understand account potential.Acts as a customer advocateEnsure smooth and clear handoff to/from internal teamsAware of customer health for their key CustomersAccumulate and utilize methods of best practices * Participate in cross functional teams for select customer projectsIssue and Escalation ManagementAssess issue/escalation to validate, prioritize and progress accordingly with support from managementManage, document and raise visibility of critical escalations as appropriate with support from management • 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 managementIdentify process improvement opportunity or planParticipate in and/or collate issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from managementGeneral:Be the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate to GEM and functional teams as agreedWork cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from managementProvide global consistent communicationAccount Management & RetentionInvolved in managing accounts in conjunction with Sales and management, including support of order  fulfilment and other contractual obligationsFlags churn risks as they become known and proactively engages with Sales and management to raise awareness of potential churnManages delivery of regular Operational Serview Review for selected accounts with minimal customization of the standard templateGeneral:Drives high customer satisfactionAble to support simple customer projects independently QualificationsCommunication skills are essential, fluent Dutch and English are requiredEquinix 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 this form.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.