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Customer Success Manager 3 at Equinix

Posted in General Business 30+ days ago.

Type: Full-Time
Location: New York, New York





Job Description:

Customer Success Manager 3

Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. That’s why we're always looking for creative and forward-thinking people who can help us achieve our goal of global interconnection. With over 200 data centers in over 25 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions.

At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do.

The Customer Success Manager (CSM) position is pivotal in the delivery of services to a portfolio of Equinix clients. The CSM drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service related client questions, requests, and issues to resolution. The CSM manages the on-going customer service relationship and serves as the primary point of contact through the client lifecycle. The CSM is the client advocate, responsible for the overall satisfaction of clients. The portfolio of clients for the CSM (Premier 1) position is large in scope/complexity and global involvement is required.  Accounts may include agreements to support non-standard billing, 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 client requests and issues with minimal management guidance.

Responsibilities


  • Supports field accounts, major account or channel accounts of small to large account size in market/country revenue including new logos - typically 75K to 100K MRR or more per account

  • Typically you will be responsible for under 40 accounts although if bigger accounts (greater than $50K) than the number of accounts could be much smaller than 40

  • You will support your customer account base up to and including high complexity and strategic global accounts

  • Responsible for ownership and issue resolution. Situations require high level of analysis, discernment, negotiation and problem solving

  • Monitors churn risk and actively engages to reduce service-related churn within region or globally

  • You support/enable non-standard customer requirements independently

  • Actively identifies trends with customer in globally and methods to improve customer experience

  • Onboarding strategic new logos, non-strategic and strategic customers independently

  • Uses discernment to figure out the best method of interacting with customers during onboarding based on customers’ needs and project scope

  • You are able to support complex projects/implementations independently

  • You are involved in global or regional Account team planning and coordination on strategic accounts

  • You act as point of contact with customer on executive critical issues or issues independently and you will provide post-sale tactical issue resolution

  • Prepares and delivers post-mortem reviews when appropriate

  • You are adapt at delivery of CBR and CBR preparation

  • Identifies root cause and drives resolution on cross functional issues

  • Leads account team in developing customized CBR materials as appropriate

  • Project manages resolution of follow up actions from CBR's

  • Develops and delivers on a service improvement plan

  • Virtual team management for special customer projects

  • Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues. Proposes and develops solutions cross functionally to solve non-standard client requests

  • Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology

  • Understands clients’ footprint and contractual agreement

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

  • Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems

  • Conducts client meetings and Customer  Business Reviews. Responsible for preparing customized presentation material as required by clients 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. case management, 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

  • Supports Sales Team to eliminate their involvement in non-sales activities

  • Collaborates with Marketing to identify potential clients for case studies for Equinix

Qualifications


  • 10+ years experience preferred

  • Bachelor's degree preferred

  • Degree level qualification, preferably in a technical subject, or equivalent experience

  • 10+ years in a CSM equivalent role or prior relevant Equinix experience preferred

  • Experience in a high pressure, customer facing role

  • Proven track record in building positive relationships with clients

  • 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 clients

  • 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

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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