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Equinix is the world's digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
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.
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Customer Success Manager 2
Job summary
Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.
Responsibilities
Customer Onboarding
- Utilizes onboarding templates and checklists and uses judgment within a moderate 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 - Conducts pre-onboarding for key customers
- Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
- Phase 3 - Continuous Follow-up: Within a moderate scope, follows up with key customers
All Phases:
- Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others
- Able to communicate with customers what other teams at Equinix do and how customers should utilize them
General:
- Collects in depth information about the customer, so that the experience is personalized
- Proficient in Equinix's processes, policies and escalation paths
- Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals
- Able to articulate trends for this customer
- Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business
- Able to use prior information to inquire more deeply about the customer
Adoption and Customer Success Management
- Develop, maintain and track progress of a Customer Success Plan within a moderate scope
- Drive product and process adoption by understanding customer usage trends of key customers
- Able 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 experience
- Proactively identifies feedback trends across customers and drives process improvements for key accounts
- Proactively review product utilization and propose potential solutions for key customers
General:
- For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
- Acts as a customer advocate
- Ensure smooth and clear handoff to/from internal teams
- Proactively reaches out to customers to touch base (i.e. heath check) on key customers
- Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices
- Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope
Issue and Escalation Management
- Assess issue/escalation to validate, prioritize and progress accordingly
- Manage, document and raise visibility of critical escalations as appropriate
- Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management
- Identifies process improvement opportunities or plans while leveraging what is already in place
- Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required
General:
- Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
- Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope
- Provides globally consistent communication
Account Management & Retention
- Involved in managing accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations within a moderate scope
- Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
- Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
- Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs
General:
- Drives high customer satisfaction
- Able to support moderate customer projects independently and more complex projects under supervision
Qualifications
- 3+ years of CSM / Customer Support related experience
- Understanding datacenter / telecommunication / networking /cloud industry
- Ability to work with minimum supervision
- Eagerness to grow/learn
- Comfortable with ambiguity
- Bachelor's degree preferred
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.