Managed Services, Senior Service Manager

Managed Services, Senior Service ManagerEquinix 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.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 SummaryManages, trains, cross trains, develops, and motivates the team. Drafts budget proposals, provides status reports, internal/external customer and interdepartmental communications.ResponsibilitiesAccount SupportSupports customer account base up to and including high complexity and strategic global accountsResponsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation, and problem solvingMonitors churn risk and proactively engages to reduce service-related churn within region or globallyHas a firm understanding of customer-contracted servicesSupports/enables non-standard customer requirements independentlyProactively identifies trends with Customer in globally and methods to improve Customer experienceIssue and Escalation HandlingPost-sale tactical issue resolutionActs as point of contact with customer on executive escalations or issues independentlyPrepares and delivers postmortem reviews when appropriateQuarterly Business ReviewPlays a role in delivery of QBR and QBR preparationIdentifies root cause and drives resolution on cross functional issuesLeads account team in developing customized QBR materials as appropriateProject manages resolution of follow-up actions from quarterly business reviewsService Improvement PlanDevelops, manages, and delivers on customer service improvement plansScheduled ReportsProduces regular customer service reports (as per contractual obligations)Delivers and interprets reports to stakeholder teams such as CSM, Operations, Sales, etcClient ManagementEngages customers when needing to clarify requestsMakes recommendations for which data points are most valuable to customers and stakeholders. Assists with customer interpretation of reportsAd Hoc ReportingGenerates reports as necessary, using insights from data exploration to build visualizations and insightsContractsHelps to prepare contract documents for execution, provides inputs to legal; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claimQualificationsEquinix 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.