Customer Success Manager 2

Who are we?Equinix is the world’s digital infrastructure company®, 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. Job SummaryA great opportunity to join our Customer Success team as a Client Success Manager 2 (CSM)! In this pivotal role the CSM drives collaboration with client and internal cross functional teams to manage implementations and meet requirements. In this role you will own and manage a very broad range of account and service related client questions, requests, and issues to resolution. Being part of the CSM team means managing the on-going customer service relationships and serves as the primary point of contact through the client lifecycle. We are the client advocates, responsible for the overall satisfaction of clients, so keeping the customer at the heart of what we do it key.The customer portfolio for this position will manage the smaller requests in scope and complexity, allowing for focused engagement. If you are someone who enjoys relationship building, likes to work independently, fostering a sense of ownership and expertise but is also comfortable in a collaborative environment when working on more complex or non-standard requests, as well as having strong communication skills, a proactive nature, enjoys multi-tasking and keeps calm under pressure then APPLY to join us! 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 customer measured via customer surveys and other methodologyUnderstands customer’’ footprint and contractual agreementsProfessionally interacts with customer, building strong relationshipsEducates and orients customer in Equinix policies and procedures and customer facing support and ordering systemsConducts customer meetings; may conduct Customer 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 servicesParticipates in departmental projects, prioritizing and completing assigned activitiesDevelops and builds strong relationships with Sales, Operations and other cross functional teamsSupports Sales Team to eliminate their involvement in non-sales activitiesDemonstrates basic knowledge of Data CenterQualificationsCollaborative 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 situations.Able to plan, execute and manage high volumes of workEmbraces changeVery strong written and verbal English, Spanish, French and German -  communication skills are essentialRequires judgment and problem solving skillsTechnical aptitude and broad understanding of the technical service industry preferredOur offerEmployment in a stable company with an established position in the market.Possibility to work within fast growing world’s 500 Fortune digital infrastructure company.Challenging job in a dynamic, professional, international and multicultural environment.Possibility to participate in company sponsored trainings package.Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention. Paid employee referral program.Opportunity to work in supportive, inclusive environment with People-Centric Culture.Competitive salary and bonus as well as a well-defined career path shaped to the individuals career focus & priorities. Attractive benefits packageEquinix 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.