Customer Success Manager 3

1 week ago

Mascot, Australia Equinix Full time

Who are we?

Equinix is the world's digital infrastructure company, operatingover 250 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 providingan equitable work environment that is foundational to our core values as a company and is vital to our success.

Customer Success Manager 3

Job Summary

Provide best in class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned experienced professional with a full understanding of the area of specialization while working on problems within a diverse scope.

Responsibilities

Customer Onboarding

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

Uses the 3 Phase Methodology for onboarding:

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

May lead onboarding across multiple regions in partnership with other CSMs

All Phases:

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

General:

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

Adoption and Customer Success Management

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

General:

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

Issue and Escalation Management

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 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

General:

Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate 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 with support from management Provides global 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 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

General:

Drives high customer satisfaction Able to support diverse customer projects independently

Qualifications

5+ years experience preferred 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 .

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.

  • Customer Success Manager 3

    2 weeks ago

    Mascot, Australia Equinix Full time

    **Who are we?** Equinix is the world’s digital infrastructure company®, operating over 250 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...

  • Customer Success Manager 3

    2 weeks ago

    Mascot, Australia Equinix Full time

    **Who are we?** Equinix is the world’s digital infrastructure company®, operating over 250 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...

  • Customer Success Manager 3

    1 week ago

    Mascot, Australia Equinix Full time

    Who are we?Equinix is the world's digital infrastructure company, operating over 250 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,...

  • Customer Success Manager

    1 week ago

    Mascot, Australia Equinix Full time

    **Who are we?** Equinix is the world’s digital infrastructure company®, operating over 250 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...

  • Customer Success Manager

    1 week ago

    Mascot, Australia Equinix Full time

    Who are we?Equinix is the world's digital infrastructure company, operating over 250 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,...

  • Store Manager

    2 months ago

    Mascot, Australia Hero Sushi Manager Full time

    Hero Sushi is an authentic sushi takeaway, restaurant located in Australia. We are looking for a full time manager. We are seeking someone who has experienced in sushi making, hospitality and reliable, punctual, outgoing. Someone who can work with nice smile and good attitude. Job description - Location: International Airport (Mascot) - Position: Full...

  • Store Manager

    5 hours ago

    Mascot, Australia Hero Sushi Manager Full time

    Hero Sushi is an authentic sushi takeaway, restaurant located in Australia. We are looking for a full time manager. We are seeking someone who has experienced in sushi making, hospitality and reliable, punctual, outgoing. Someone who can work with nice smile and good attitude. Job description - Location: International Airport (Mascot) - Position: Full...

  • Store Manager

    1 week ago

    Mascot, Australia Hero Sushi Manager Full time

    Hero Sushi is an authentic sushi takeaway, restaurant located in Australia.We are looking for a full time manager.We are seeking someone who has experienced in sushi making, hospitality and reliable, punctual, outgoing.Someone who can work with nice smile and good attitude.Job description Location: International Airport (Mascot) Position: Full time Sushi...

  • Customer Service Manager

    4 weeks ago

    Mascot, Australia SHSOM Holdings Full time

    SHSOM Holdings Pty Ltd - Salary: $75,000 per annum plus Superannuation - Permanent Full-time at 38 hours per week - Location: Mascot NSW **About Us** Our business has a clear vision - we want Australia to become the first continent free of plastic, bottled water. We are doing our part to reduce the impact from plastic waste on our beautiful...

  • Customer Relationship Manager

    3 weeks ago

    Mascot, Australia Marken Full time

    Description Title: Customer Relationship Manager Job Purpose: To provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution. Main Duties and Responsibilities: Develop excellent working relationships and communicate courteously with...

  • Credit Officer- 3 Months Temp

    1 week ago

    Mascot, Australia Appreciating Talent Full time

    Busy credit team require assistance Short term temp role Relevant WHV encouraged to applyThe company: Our client is a clear market leader with a long and successful trading history spanning over 50 years. In recent years they have tapped into a booming market that has seen them grow into a near billion-dollar turn over company today.The role: Reporting to a...

  • Customer Service Representative

    1 month ago

    Mascot, Australia people2people Full time

    Customer Order Processor, 3-6 month Temporary position with a potential of a permanent offer. Work with a global electrical company ASAP Start! Located close to public transport **The Company** Work with a multi-billion revenue electrical organisation selling to millions of customers across the globe in power components in aerospace, filtration, hydraulics...

  • Customer Service Representative

    3 weeks ago

    Mascot, Australia people2people Full time

    Customer Order Processor, 3-6 month Temporary position with a potential of a permanent offer. Work with a global electrical company ASAP Start! Located close to public transport **The Company** Work with a multi-billion revenue electrical organisation selling to millions of customers across the globe in power components in aerospace, filtration, hydraulics...

  • Customer Service Manager

    1 week ago

    Mascot, Australia SHSOM Holdings Full time

    SHSOM Holdings Pty Ltd Salary: $75,000 per annum plus Superannuation Permanent Fulltime at 38 hours per week Location: Mascot NSWAbout UsOur business has a clear vision - we want Australia to become the first continent free of plastic, bottled water. We are doing our part to reduce the impact from plastic waste on our beautiful continent. We are all about...

  • Customer Service Representative

    1 week ago

    Mascot, Australia people2people Full time

    Customer Order Processor, 3-6 month Temporary position with a potential of a permanent offer.Work with a global electrical companyASAP StartLocated close to public transportThe CompanyWork with a multi-billion revenue electrical organisation selling to millions of customers across the globe in power components in aerospace, filtration, hydraulics and...

  • Customer Service Manager

    1 month ago

    Mascot, Australia dnata catering Full time

    **Do you want a high-flying career working for the world’s largest air services provider, based in Sydney?** We have an exciting opportunity available for a **Customer Service Manager** to join our friendly and supportive team based at **Sydney Airport** on a **full-time permanent **basis. **More about this role**: To put it simply, you will be the...

  • Customer Service Manager

    3 weeks ago

    Mascot, Australia dnata catering Full time

    **Do you want a high-flying career working for the world’s largest air services provider, based in Sydney?** We have an exciting opportunity available for a **Customer Service Manager** to join our friendly and supportive team based at **Sydney Airport** on a **full-time permanent **basis. **More about this role**: To put it simply, you will be the...

  • Customer Service Representative

    4 weeks ago

    Mascot, Australia Healthcare Professionals Group Full time

    **Benefits** - Be a part of a global Biopharmaceutical company - 4 days WFH, office located in Mascot - Great, collaborative company culture - 3 Month Temporary contract **About the company** A global research based Biopharmaceutical company with the mission to use their dedicated team of 25,000 global employees and a specialised approach to innovate &...

  • Customer Service Representative

    24 hours ago

    Mascot, Australia Healthcare Professionals Group Full time

    **Benefits** - Be a part of a global Biopharmaceutical company - 4 days WFH, office located in Mascot - Great, collaborative company culture - 3 Month Temporary contract **About the company** A global research based Biopharmaceutical company with the mission to use their dedicated team of 25,000 global employees and a specialised approach to innovate &...

  • Customer Service Officer

    7 days ago

    Mascot, Australia Temp & Agnew Pty Ltd Full time

    Hybrid work ( 3 days from home after training) - Full time, Permanent role - 65K-68K+Super The company: A leading dental / healthcare company is looking for a proactive Customer Service officer to join there team The Role - Handle inbound calls from customers inquiring about products, return merchandise, and quotes. - Answer all inbound calls and complete...