Customer Success Manager

**Customer Success Manager 3, Strategic Alliances**

**Who are we?**

Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.

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.

**Job Summary**

The Global Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSMs). We continue to grow and evolve, and include many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continuous customer success, we are looking to hire a CSM 3.

The Customer Success Manager 3 (CSM3) is responsible for driving customer success for one of Equinix’s strategic accounts. The CSM3 position is pivotal to strategic conversations with customers to improve adoption of Equinix solutions, and aiding customers on their digital transformation journey.

As a trusted partner, the CSM3 manages the on-going customer relationship and serves as the primary point of contact throughout the customer journey, responsible for overall customer experience. The CSM3 is expected to work independently on complex client projects, initiatives, and issues, with mínimal management guidance.

**Responsibilities**
- Involved in and may lead Customer Care planning and coordination on strategic accounts
- Serve as escalation point both internally and externally on complex requests independently
- Build and maintain trusting relationships with both customers and cross functional teams, to drive customer success
- Act as the voice of the customer by listening to and sharing customer feedback, and reporting opportunities to the relevant internal stakeholders
- Drive high customer satisfaction and reduce churn by providing a globally consistent customer experience
- Educate and guide customers in the use of Equinix tools, processes, and policies
- Proactively and reactively identify trends within customer experience, and collaborate with cross-functional teams independently to drive improvement
- Own highly complex projects and non-standard requests to resolution
- Own the creation, management, delivery and action item resolution of bespoke customer business reviews, post-mortem reviews, success plans, and service improvement plans, when appropriate
- Use analysis, judgement, negotiation, and problem-solving skills to provide the right solution to a wide range of customer requirements

**Qualifications**
- Minimum of 5 years in a CSM equivalent role, preferably in IT, telecommunications, or data centers
- Experience in a rapidly changing and evolving organization, in a customer facing role
- Calm and effective under pressure; able to remain professionalism in high stress situations
- Excellent written and verbal English communication skills are essential
- Able to interact with all levels of internal and external clients
- Must be able to travel both domestically and internationally

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.