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 SummaryProvide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages smaller sized accounts within a limited scope and receives support from management. ResponsibilitiesCustomer OnboardingUtilizes routine onboarding templates and checklists and uses judgment within a limited scope to make modifications to the standard during onboarding based on customers needs and project scope Uses the 3 Phase Methodology for onboarding: Phase 1 - Pre-Onboarding: May not conduct pre-onboarding, depending on location, the size of customer and the scopePhase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customersPhase 3 - Continuous Follow-up: Within a limited scope, follows up with customersAll PhasesCommunicates effectively, able to translate internal processes to be able to set customer expectations within a limited scopeAble to communicate with customers what other teams at Equinix do and how customers should utilize them General:Collects routine information about the customer, so that the experience is personalizedKnows and can articulate basic Equinix process, policies and escalation pathsPost onboarding, follows up on routine actions and tasks Able to utilize routine inquiry (questioning) skills with the customer in order to better understand their businessAdoption and Customer Success ManagementDevelop, maintain and track progress of a Customer Success Plan within a limited scopeReview product and process adoption by understanding customer usage patternsAble to articulate an understanding of Equinix's products (current and future) to educate customers on key conceptsCollects customer feedback, providing it to relevant teams to improve the Customer ExperienceReviews feedback trends across customers, and able to articulate behavioral differencesMay proactively review product utilization and solicit potential solutions May attend presale internal discussions to understand account potentialGeneral:Acts as a customer advocateEnsures smooth and clear handoff to/from internal teamsAware of customer health for their key CustomersAccumulate and utilizes methods of best practicesParticipates in cross functional teams for select customer projects within a limited scopeIssue and Escalation ManagementAssess issue/escalation to validate, prioritize and progress accordingly with support from management Manage, document and raise visibility of critical escalations as appropriate with support from managementEngages 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 planParticipates in and/or collects issues post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from managementGeneral:Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreedWorks to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from managementProvides globally consistent communicationAccount Management & RetentionInvolved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a limited scopeFlags limited churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn Manages delivery of regular Operational Survey Review for selected accounts, within a limited scopeSupports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRsGeneral:Drives high customer satisfactionAble to support simple customer projects independentlyQualificationsProven years experience preferredBachelor's degree 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.
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