Customer Success Advisor with French

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 Advisor with FrenchJob SummaryGlobal Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSM). We continue to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continued success, we are looking to hire a CSM. The CSM position is pivotal in the delivery of services to a portfolio of Equinix customers. The CSM drives collaboration with customers and internal cross functional teams to manage requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service related customer questions, requests, and issues to resolution.The portfolio of customers for the CSM 1 position is generally a larger number of smaller sized accounts with a moderate scope. The CSM is expected to work independently on both standard and non-standard, client requests and issues with some management guidance.ResponsibilitiesOnboard / Educate customers to leverage Equinix policies and procedures, customer facing support and ordering systemsDevelop and maintain expertise on Equinix’s products and servicesFind opportunities to solve customer business requirements by leveraging Equinix’s products & servicesDemonstrate proper use of systems, tools, processes and functionsWork cross functionally on new and existing customer installations to deliver services in the agreed upon timeframeIdentify opportunities to drive and support a globally consistent customer experienceIdentify trends and propose solutionsOrchestrate cross functional resources to solve customer requestsCapture success plans through understanding customer’s goals and objectivesResponsible for owning and resolving a wide range of standard and non-standard customer requests and account issuesConduct customer meetings and gather insight by driving meaningful dialogueParticipate in Customer Business ReviewsUnderstand the value of cross functional relationships and leverage them in the right way to drive ongoing improvementsAct as the customer advocate with thoughtful and creative balance between customer and business needsIdentify risk, opportunity and use good judgement for when to raise visibilityAble to properly manage escalations and track appropriatelyHas foresight to identify patterns/themes/trends that contribute to a negative customer experienceIndependently identify when to develop and implement service improvement plans – drive cross functionally to improve the overall customer experienceKeep pulse of the customer and identify riskMay participate in projects and initiatives that drive overall improvementsQualificationsExcellent written and verbal English AND French communication skills are essentialDegree level qualification, preferably in a technical subject, or equivalent experienceMinimum of 1 year in a CSM equivalent roleExperience in a high pressure, customer facing roleProven track record in building positive relationships with customersExperience in a technical industry; preferably IT, telecommunications or data centersCollaborative personality and able to build strong personal relationshipsHighly organized, with attention to detail and a dedication to resolving issuesCalm and effective under pressure; Able to remain professionalism in high stress situationsAble to plan, execute and manage high volumes of workEmbraces changeTechnical aptitude and understanding of the technical service industry preferredAble to interact with all levels of internal and external clientsRequires strong analysis, judgement, negotiation and problem solving skillsFlexible attitude in accepting unique and non-standard solutionsAble to train and/or mentor othersEquinix 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.