Who are we?

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.

• Utilizes diverse judgement to determine the best method of interacting with customers during onboarding based on customer needs and project scope

• Phase 1 - Conducts pre-onboarding for all customers

• Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers

• Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing

• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with specialized 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

• May interact with cross functional teams as input to the various stages

• Is skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategically

• Is a seasoned professional skilled in Equinix's processes, policies and escalation paths. Understands some nuances between regional processes

• Post onboarding, follows up on actions and tasks and understand how these tasks connect to customer's goals

• Able to articulate trends for this customer as well as across multiple customers

• Able to utilize inquiry (questioning) skills with the customer in order to better understand their business. Able to know the best timing and method for asking questions. Able to generate questions for customer in the moment without requiring any pre-planning

• Drives product and process adoption by understanding customer usage trends for key customers

• Able to articulate a diverse understanding of Equinix's products (current and future) to provide customer education on concepts, practices and procedures

• Collects and manages customer feedback, providing the information to relevant teams to improve the customer experience

• Proactively identifies feedback trends across customers and drives process improvements

• Proactively reviews product utilization and proposes potential solutions

• Develops, maintains and tracks the progress of a Customer Success Plan (for select customers) within a diverse scope

• Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customer

• Acts as a seasoned customer advocate

• Ensures a smooth and clear handoff to/from internal teams

• Proactively reaches out to customers to touch base (i.e. health check)

• Develops and implements methods of best practices

• Leads cross functional teams for special customer projects. May perform for global accounts

• Assess issue/escalation to validate, prioritize and progress accordingly

• Manages, documents and raises 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

• Set up or support cross functional collaboration with internal stakeholder teams to drive consistency and overcome challenges

• Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans using established process when required with support from management, potentially globally

• Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations.

• Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management

• Provides global consistent communication

• Escalate to Global Escalation Management and functional teams as required

• Connects regularly with key customer accounts over formal Customer Business Reviews and proactive outreach activities

• Proactively seeks revenue growth opportunities from customers by understanding their business pain points and business goals

• Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a diverse 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

• Project manages resolution of follow-up actions from CBRs/OBRs

• Drives high customer satisfaction

• Support revenue growth of company

• Able to support diverse customer projects independently

• 5+ years experience preferred within Customer Success or similar role

• Understanding of Data Center / Telecommunications / Networking / Cloud industry

• High level of self motivation with minimal supervision

• Comfortable in ambiguity and continuous change

• Eagerness to grow/learn

• Bachelor's degree preferred