Customer Success Manager 1Equinix is the world’s digital infrastructure company, operating 240+ 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 20 years of continuous 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 2,100 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 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 GeneralCollects 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 potentialGeneralActs 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 managementGeneralMain 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 OBRsGeneralDrives high customer satisfactionAble to support simple customer projects independentlyQualifications0+ 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 need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you.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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