Customer Success Manager 2

Customer Success Manager 2Equinix 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 SummarySupports small to medium sized inside sales or field accounts on post sale support items issues and onboarding.ResponsibilitiesAccount TypeSupports inside sales accounts, field accounts or small to medium accounts in market/country revenue including new logos - typically 50K MRR or less per accountNumber of accounts supported are typically under 50 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higherAccount SupportSupports customer accountsActs as a customer advocateResponsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solvingEngages customer to reduce service-related churn risk within region with minimal direction from leadershipSupports/enables non-standard customer requirementsProactively identifies trends with Customer in region and methods to improve Customer experienceOnboarding/Implementation Project CoordinationOnboards up to medium size Customer new logos and non-strategic customers independentlyUtilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scopeAble to support projects/implementations independentlyInvolved in regional Account team planning and coordinationIssue and Escalation HandlingPost-sale tactical issue resolutionActs as point of contact with customer on escalations or issues independentlyTactical preparation and delivery of post mortem reviews when appropriateQuarterly Business ReviewPlays a role in delivery of QBR and QBR preparationUtilizes standard QBR offering with minimal customizationProject manages resolution of follow up actions from QBR'sService Improvement PlanManages and delivers on a service improvement planGlobal Account LeadershipCoordinates cross-regional customer needs without guidanceQualificationsProven years of 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.