Customer Success Analyst (São Paulo)

Customer Success Analyst (São Paulo)Equinix 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 SummaryOur customer service team is responsible for managing and supervising all services and demands in search of the customer's happiness and retention.What you’ll be doingUtilizes onboarding templates and checklists and uses judgment to make modifications to the standard during onboarding based on customers needs and project scope Uses the 3 Phase Methodology for onboarding:Phase 1 - Conducts pre-onboarding for key customersPhase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customersPhase 3 - Continuous Follow-up: follows up with key customersCommunicates optimally, able to translate internal processes to be able to set customer expectations. Communicates with developed skills in a way that allows the CSM to influence the customer and others.Able to connect with customers what other teams at Equinix do and how customers should utilize themCollects in depth information so that the experience is personalizedProficient in Equinix's processes, policies and customer concern pathsPost onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goalsAbility to articulate trends for this customerAble to utilize moderate inquiry (questioning) skills with the customer to better understand their business.Able to use prior information to inquire more deeply about the customerDevelop, maintain and supervise progress of a Customer Success PlanDrive product and process adoption by understanding customer usage trends of key customersAble to articulate a moderate understanding of Equinix's products (current and future) and provide customer education.Collect customer feedback, providing it to relevant teams to improve the customer experienceProactively identifies feedback trends across customers and drives process improvements for key accountsProactively review product utilization and propose potential solutions for customersPartners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customerActs as a customer advocateEnsure smooth and clear handoff to/from internal teamsProactively contacts key customers to conduct pulse check (i.e. heath check)Accumulate, utilize and distribute standard methodologiesParticipate in customer projects, may lead cross functional teams for key customer projectsAssess issue to validate, prioritize and progress accordinglyHandle, document and raise visibility of critical issues as appropriateEngage key partners as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and presenting externally with support from managementIdentifies process improvement opportunities or plans while using what is already in placeParticipate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when requiredMain point of contact for the customer providing transparent and empathetic support, for CSM issues. Raises to GEM and functional teams as agreedWork cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customerProvides globally consistent communicationInvolved in managing accounts in conjunction with sales, including support of order fulfillment and other contractual obligationsFlags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churnLeads delivery of regular Operational Survey Review for selected accountsSupports resolution of actions from CBRs and handles follow-up actions from OBRsDrives high customer happinessAble to support moderate customer projects independently and more sophisticated projects under supervisionWhat we’ll expect from youPrevious Experience in customer service or customer experienceBachelor's degreeAdvanced English required to attend american customersWhat will be the difference if you haveExperience in IT industryBasic technical skillsWhy EquinixThe opportunity to be part of the digital transformation in the world in a company that was elected by the employees as the best places to work by Glassdoor and it´s is GPTW for several consecutive years.Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.