Customer Success Manager 3
Equinix
San Jose
hace 4 días

Job Summary :

Global Customer Care and Experience (GCCX) organization continues to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities.

The Customer Success Manger 3 manages the on-going customer service relationship and serves as the primary point of contact through the customer lifecycle after the initial installation.

The CSM is the customer advocate, responsible for the overall satisfaction of customers.

The portfolio of customers for the CSM position is generally large global and strategic customers. Accounts may include agreements to support non-standard requests, operational, and business processes which the CSM is responsible to ensure are carried out according to agreement.

The CSM is expected to work independently on both standard and non-standard, complex customer requests and issues with minimal management guidance.

Responsibilities

Manages new and existing complex customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations.

Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation.

Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues.

Proposes and develops solutions cross functionally to solve non-standard customer requests.

Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methodology.

Understands customers’ footprint and contractual agreement.

Collaborates with existing customers to gather and understand customers’ requirements for add-on services and independently takes action from opportunity to fulfillment.

Educates and orients customers in Equinix policies and procedures and customer facing support and ordering systems.

Conducts customer meetings and Customer Business Reviews.

Responsible for preparing customized presentation material as required by customers and account team.

Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments.

Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. ticketing system, etc.).

Develops and maintains expertise on Equinix products and services.

Develops and builds strong relationships with Sales, Operations and other cross functional teams.

Qualifications

5+ years experience preferred. 7 years in a CSM equivalent role or prior relevant Equinix experience highly preferred.

Bachelor's degree preferably in a technical subject, or equivalent experience.

Experience in a high pressure, customer facing role.

Experience working with network service providers and channel partners in a support capacity.

Experience working with on-boarding channel customers.

Working knowledge of the Equinix reseller support model.

Proven track record in building positive relationships with customers.

Experience in a technical industry; preferably IT, telecommunications or data centers.

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.

Excellent written and verbal English communication skills are essential.

Technical aptitude and understanding of the technical service industry preferred.

Able to interact with all levels of internal and external customers.

Requires strong analysis, judgment, negotiation and problem-solving skills.

Flexible attitude in accepting unique and non-standard solutions.

Able to train and / or mentor others.

Must be able to travel both domestically and internationally.

At Equinix, we’re tasked with leading in the communities we serve and doing our part to help keep our communities and our teams safe.

Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office.

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.

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