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 ManagerJob 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.ResponsibilitiesManages new and existing customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectationsResponsible for owning and resolving a wide range of standard and non-standard customer requests and account issuesResponsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methodologyUnderstands customers’ footprint and contractual agreementsProfessionally interacts with customers, building strong relationshipsEducates and orients customers in Equinix policies and procedures and customer facing support and ordering systemsConducts customer meetings; may conduct Quarterly Business Reviews (conditional on CSM location.)Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)Develops and maintains expertise on Equinix products and services.Participates in departmental projects, prioritizing and completing assigned activitiesDevelops and builds strong relationships with Sales, Operations and other cross functional teamsQualificationsDegree level qualification, preferably in a technical subjectMinimum of 3 years of experience in a high pressure, customer facing roleTrack record in building positive relationships with customers preferredExperience in a technical industry; preferably IT, telecommunications or data centersTrack record in managing project/service delivery of technical productsCollaborative 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 professional in high stress situationsAble to plan, execute and manage high volumes of work.Embraces changeGood competence in English is essentialTechnical aptitude and broad understanding of the technical service industry 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 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.Equinix 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.
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