Customer Success Manager 3

Equinix is the world’s digital infrastructure company, operating 240+ 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 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six 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 Client Service 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 position is generally medium to 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

Account Type

• Supports field accounts, major account or channel accounts of small to large account size in market/country revenue including new logos - typically 50K MRR or more per account

• Number of accounts supported are typically under 40 accounts although if bigger accounts (greater than $50K) than the number of accounts could be much smaller than 50

Account Support

• Supports 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, judgment, negotiation and problem solving

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

• Supports/enables non-standard customer requirements independently

• Proactively identifies trends with Customer in globally and methods to improve Customer experience

Onboarding/Implementation Project Coordination

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

• Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope

• Able to support complex projects/implementations independently

• Involved in global or regional Account team planning and coordination on strategic accounts

Issue and Escalation Handling

• Post-sale tactical issue resolution

• Acts as point of contact with customer on executive escalations or issues independently

• Prepares and delivers post mortem reviews when appropriate

Quarterly Business Review

• Plays a role in delivery of QBR and QBR preparation

• Identifies root cause and drives resolution on cross functional issues

• Leads account team in developing customized QBR materials as appropriate

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

Service Improvement Plan

• Develops, manages and delivers on a service improvement plan

Global Account Leadership

• Virtual team management for special customer projects

Other

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

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

• Minimum of 3+ years in a CSM equivalent role or prior relevant Equinix experience

• 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

The targeted pay range for this position in the following location is / locations are:

• California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $82,000 to $130,000

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

More details about our company benefits can be found at the following link:

https://equinixbenefits.us.newsweaver.com/icfiles/201/1002910/1057118/1171391/921bc962bf0e0352cb2d6c93/equinix%202023%20oe%20ebook_rev122022%20-%20final.pdf

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you.

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.