Customer Success Manager 3

Customer Success Manager 3Equinix 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 SummaryThe Global Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSMs).  We continue to grow and evolve, and include many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continuous customer success, we are looking to hire a CSM 3.The Customer Success Manager – Global Accounts is responsible for driving customer success for one of Equinix’s strategic accounts.  The Customer Success Manager – Global Accounts position is pivotal to strategic conversations with customers to improve adoption of Equinix solutions, and aiding customers on their digital transformation journey.As a trusted partner, the Customer Success Manager – Global Accounts manages the on-going customer relationship and serves as the primary point of contact throughout the customer journey, responsible for overall customer experience.  The Customer Success Manager – Global Accounts is expected to work independently on complex client projects, initiatives, and issues, with minimal management guidance.ResponsibilitiesInvolved in and may lead Customer Care planning and coordination on strategic accountsServe as escalation point both internally and externally on complex requests independentlyBuild and maintain trusting relationships with both customers and cross functional teams, to drive customer successAct as the voice of the customer by listening to and sharing customer feedback, and reporting opportunities to the relevant internal stakeholdersDrive high customer satisfaction and reduce churn by providing a globally consistent customer experienceEducate and guide customers in the use of Equinix tools, processes, and policiesProactively and reactively identify trends within customer experience, and collaborate with cross-functional teams independently to drive improvementOwn highly complex projects and non-standard requests to resolutionOwn the creation, management, delivery and action item resolution of bespoke customer business reviews, post-mortem reviews, success plans, and service improvement plans, when appropriateUse analysis, judgement, negotiation, and problem-solving skills to provide the right solution to a wide range of customer requirements QualificationsProven years in a CSM equivalent role, preferably in IT, telecommunications, or data centersKnowledge of networking, virtualization and cloud technology is a plusExperience in supporting customers with adoption of digital products and servicesPartnering with Account teams on expansion opportunities of the existing customer install baseExperience in a rapidly changing and evolving organization, in a customer facing roleCalm and effective under pressure; able to remain professional in high stress situationsAble to interact with all levels of internal and external clientsAble to travel domestically  Equinix 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.