Customer Success Manager
2 weeks ago
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 ManagerJob 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
Manages new and existing customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations
Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues
Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methodology
Understands customers’ footprint and contractual agreements
Professionally interacts with customers, building strong relationships
Educates and orients customers in Equinix policies and procedures and customer facing support and ordering systems
Conducts customer meetings; may conduct Quarterly Business Reviews (conditional on CSM location.)
Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)
Develops and maintains expertise on Equinix products and services.
Participates in departmental projects, prioritizing and completing assigned activities
Develops and builds strong relationships with Sales, Operations and other cross functional teams
Qualifications
Degree level qualification, preferably in a technical subject
Minimum of 3 years of experience in a high pressure, customer facing role
Track record in building positive relationships with customers preferred
Experience in a technical industry; preferably IT, telecommunications or data centers
Track record in managing project/service delivery of technical products
Collaborative personality and able to build strong personal relationships
Highly organized, with attention to detail and a dedication to resolving issues
Calm and effective under pressure. Able to remain professional in high stress situations
Able to plan, execute and manage high volumes of work.
Embraces change
Good competence in English is essential
Technical aptitude and broad understanding of the technical service industry 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.
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.
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