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 summaryAt Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try innovative approaches, and grow in new directions. Our culture is at the heart of our success, and it is our authentic, humble, gritty people who build the magic of equinix. We share a real passion for winning and put the customer at the centre of everything we do.Global customer care and experience (GCCX) organization comprises several customer facing and non-customer facing functions to include customer success managers (CSM). We continue to grow and evolve, and include many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continued success, we are looking to hire a manager for our Customer Success team in The Netherlands.The successful candidate will be responsible for the team driving customer success for our diverse account portfolio. As a trusted partners, our CSMs manage on-going customer relationships and serve as the primary point of contact throughout the customer journey, responsible for overall customer experience. The CSM team are committed advocates for our customers, empowering them with the guidance and support they need to adopt and achieve value from Equinix and as their manager, you will play a pivotal lead role for the team.If you are someone who has solid people and coaching management experience, adaptable and proactive and looking to lead and grow a team of experts and is fluent in both Dutch and English languages then apply to join us today!ResponsibilitiesPeople managementHires, onboards and leads a team of CSM's to manage our customersDevelops team of CSM's to support our customers reactively and proactively in the scope of the CSM roleKeeps and takes appropriate action on employee satisfaction surveys (pulse)Strategic focusEnsures strategic alignment of team with company and org priorities and goalsCreates and promotes a team environment that focuses on customer retention and growth (eg. Success leads)Drives and identifies initiatives that deepen the customer relationship (eg. Customer success plans)CollaborationDevelops and builds strong partner relationships at a managerial level with segment/regional/country leaders, sales, data center management, operations and other cross-functional teams to raise awareness and drive resolution of customer-impacting issuesProject managementParticipates/leads special projects and assists in designating work to teamCustomer managementDevelops relationships with key customer contactsServes as an escalation point internally and externally for issuesKeeps pulse of customersAccount alignmentCreates account distribution to include alignment with customers, sales, geography, tierManages and distributes workload across team to achieve efficiency in driving customer satisfactionService improvementParticipates in/leads team and stakeholders in service improvement initiativesCreates/refines policies and proceduresResource management (people, finances etc.)Will provide management updates on a variety of resource management KPI's. Is an escalation point for the team for solving resource/budgetary issues. Contributes and/or responsible for resource planning (people, finances etc.) activitiesQualificationsBachelor’s degree in business, management, or related field. Advanced degree preferredFluent Dutch & English language - written and verbal requiredProven years customer success/account management experience Proven years of management experienceExcellent communication, active listening and strategic questioning skillsAbility to analyse and utilize customer data to drive decision-making and strategy developmentMust be able to travel both domestically and internationallyEquinix 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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