Customer Success Manager I / 고객 기술지원 매니저 I

Customer Success Manager I / 고객 기술지원 매니저 IEquinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.We are a fast-growing global company with 70+ quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 32 countries spanning six continents.  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 SummaryThe portfolio of customers which the CSM position will be liaising with is generally large in scope/complexity and global involvement is required. Accounts may include agreements to support non-standard billing, operational deliverables, and business processes which the CSM is responsible to ensure are carried out according to the agreement. The CSM is expected to work independently on both standard and non-standard, and in most times complex customer requests as well as handling customer issues with minimal management guidance.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 Adoption 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 potentialIssue 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 managementAccount 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 OBRsQualificationsBachelor’s degree in Computer Science, Engineering, related technical field, or equivalent practical experience preferredExperience translating business requirements into technological solutionsAble to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determinationWell versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentationProvide suggestions for operational efficienciesKorean and English language skill at business levelEquinix 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.