Senior Director, Technical Account ManagementEquinix is the world’s digital infrastructure company, operating 250 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 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents – and counting! A leadership role at Equinix means you will drive and collaborate on work that impacts the world. 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 SummaryIn this leadership position, you will get an opportunity to build, develop and lead a team of technical account managers to support Equinix Customers in their journey on the platform. This is an opportunity to lead the platform technical account team and be a strong voice of the customer. Your team will help to craft and execute strategies to drive our customers’ adoption, growth and use of Platform Equinix. You will also play a role helping to promote customer centric innovation, leveraging data to drive decisions and building deep partnerships across the organization. You will lead the team to provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers’ environments operationally healthy. Your team will own our customer adoption, focusing on methodolgies to reduce time to value for our customes, while working to identify growth opportunities. The close relationships developed with our customers will allow your team to understand their business/operational needs, technical challenges and help them achieve the greatest value from Platform Equinix. ResponsibilitiesTeam Builder: Build a scalable team to support the customer on their technical needs both reactively for high complexity situations as well as proactively to drive platform growth and adoption Customer-Centric Partner: Be a voice and advocate of our customer’s needs in partnership with other technical teams. Demonstrate the ability to navigate internal networks, build internal consensus and lead from all dimensions as necessary Technical Expertise: Proven ability to build, design complex solutions which include Network, Data, Compute, Application and Cloud Services Strategic Thinker and Innovator: Bring outside-in thinking to the organization, highlighting industry support trends that should be considered and evaluated. Act as an innovator, disruptor and executioner for our technical support strategy Data Driven Mind-Set: Develop a data driven mind-set that is focused on leveraging data to understand how to deliver service excellence to our customers. Lead-Manage-Coach the team: Be a dynamic leader who develop a high-performing team in line with the Magic of Equinix The ideal candidate has proven experience in building and transforming technical customer support teams at scale in a fast-paced environment; applying strong technical, consultative skills, including business acumen, customer empathy, and the ability to influence and partner. This person thrives in a dynamic, global, fluid, matrix environment and is results-focused. History in leading change and transformation with positive outcomes Proven ability to: Design and implement a roadmap that includes a scalable and sustainable strategy to drive customer growth and retention Develop a high performing customer-centric organization Partner with Customer Success Managers, Sales, and Product to continue to refine a holistic customer experience across both sales, support, and self-serve channels Work in tandem with our product and engineering teams to ensure we’re building and updating the right features to meet our customers’ needs Creating and implementing tactics and processes to improve quality, efficiency, and data collection while continuously increasing retention rates Gain and maintain senior executive trust Navigate ambiguous situations successfully Manage a large, global organization Qualifications 7 + years of experience building, leading, and scaling a high-performance, cohesive technical support/success team, preferably in the following markets: Cloud Services, SAS, Network or Network Security 20+ years of technical experience Ability to build, motivate, and develop a team with a proven successful record in technical leadership while functioning in a high-demanding “action” oriented environment Strong understanding of operational infrastructure, processes, systems, and tools for running an elite support team Use strong quantitative analysis to drive an approach to solving problems at a macro level Experience working and scaling with third-party vendors, outsource, and partners Experience with Salesforce, Knowledge Management, and implementation of self-service and support tools Strong written and verbal skills and the ability to communicate effectively with customers Familiar with technical concepts in the areas of IT network and cloud such as; network, hybrid cloud, cloud, data, and security products Bachelor's degree or equivalent work experience 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.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.
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