Who are we?Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.职位介绍: 客服管理代表如果您富有竞争力，擅长通过电话和面谈与人沟通，并且渴望快速成长，那么，我们正在寻找这样的你。通过评估客户忠诚度并监督区域客户，提供卓越的支持服。工作内容1. 客户入职使用标准入职模板和检查清单，并在有限范围内根据客户需求和项目范围进行调整采用“三阶段入职方法”：阶段一 - 入职前准备：根据客户规模和项目范围，可能不执行此阶段阶段二 - 入职启动：安排、主持并开展客户入职启动会议阶段三 - 持续跟进：在有限范围内对客户进行后续跟进 2. 客户管理与关系维护在有限范围内制定、维护并跟踪客户成功计划通过了解客户使用模式，审查产品和流程的采用情况能够清晰阐述公司产品（现有及未来），并向客户传递关键概念收集客户反馈并传递给相关团队，以改善客户体验审查客户反馈趋势，能够分析并阐述行为差异可能主动审查产品使用情况并提出潜在解决方案可能参与售前内部讨论，了解账户潜力3. 问题升级评估问题/升级情况，验证、优先排序并在管理支持下推进在管理支持下，管理、记录并提升关键升级问题的可见性根据需要，协调关键利益相关方，确保遵守标准操作流程、政策及规则，并在管理支持下对外沟通识别流程改进机会或制定改进计划在管理支持下，参与或收集问题的事后分析/根因分析，并传达解决方案及改进计划 4. 账户管理与保留在有限范围内，与销售和管理团队协作管理账户，包括支持订单履行及其他合同义务在发现有限的客户流失风险时，主动与销售和管理团队沟通，提升风险意识在有限范围内，管理所选账户的定期运营调查回顾支持解决客户业务回顾（CBR）及运营业务回顾（OBR）后的跟进行动，并进行项目管理 任职要求语言能力： 英语听说读写流利，能满足全方位工作沟通1-3年B2B售前/售后相关工作经验，相关实习经验亦可考虑以人为本，具备高度客户服务意识拥有较高的情商，并能举例说明管理内部及外部利益相关方的经验本科及以上学历 您将收获商业优势：销售、谈判、建立关系的技巧，以及在职业生涯初期培养领导技能的机会接触客户的机会：与领先的私募股权公司、对冲基金和咨询公司合作Job SummaryProvide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages smaller sized accounts within a limited scope and receives support from management. ResponsibilitiesCustomer OnboardingUtilizes routine onboarding templates and checklists and uses judgment within a limited scope to make modifications to the standard during onboarding based on customers needs and project scope Uses the 3 Phase Methodology for onboarding: Phase 1 - Pre-Onboarding: May not conduct pre-onboarding, depending on location, the size of customer and the scopePhase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customersPhase 3 - Continuous Follow-up: Within a limited scope, follows up with customersAdoption and Customer Success ManagementDevelop, maintain and track progress of a Customer Success Plan within a limited scopeReview product and process adoption by understanding customer usage patternsAble to articulate an understanding of Equinix's products (current and future) to educate customers on key conceptsCollects customer feedback, providing it to relevant teams to improve the Customer ExperienceReviews feedback trends across customers, and able to articulate behavioral differencesMay proactively review product utilization and solicit potential solutions May attend presale internal discussions to understand account potentialIssue and Escalation ManagementAssess issue/escalation to validate, prioritize and progress accordingly with support from management Manage, document and raise visibility of critical escalations as appropriate with support from managementEngages key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from managementIdentify process improvement opportunity or planParticipates in and/or collects issues post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from managementAccount Management & RetentionInvolved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a limited scopeFlags limited churn risks as they become known and proactively engages with sales and management to raise awareness of potenatial churn Manages delivery of regular Operational Survey Review for selected accounts, within a limited scopeSupports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRsWho we are looking out for:1-3 Years of experiences in B2B pre/post sales functions. Relevant internship experiences will be consideredPeople Centric and able to provide high level customer-oriented service mindsetPossess high emotional intelligence and demonstrate examples of managing both internal and external stakeholdersObtained at least a Bachelor's degreeEquinix 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.
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