Customer Success Manager 3

4 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 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.

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 mínimal direction from management. Typically manages a smaller number of more complex accounts independently with mínimal 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

Gene

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