Equinix
Customer Success Manager 4 (Finance)
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: Provide best in class support through ensuring customer loyalty of global customers through self-directed engagement with executive level customer management. Typically manages the most complex global account(s) independently and may lead others. Uses wide-ranged advanced experience to resolve complex issues.
Responsibilities
Manages customer onboarding and support for more complex customers
Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope
projects/implementations and may lead others
Phase 1 - Conducts pre-onboarding for all customers
Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers
Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing
Leads onboarding across multiple regions and in partnership with other CSMs
Communicates effectively, able to translate internal processes to be able to set customer expectations within an advanced scope. Communicates with advanced skills in a way that allows the CSM to influence the customer and others
Able to communicate with customers what other teams at Equinix do and how customers should utilize them
Interacts with cross functional teams using advanced wide-ranged skills, adding input to the various stages
Collects in depth information about all customer globally, so the experience is personalized. Based on data collection, able to understand where customer is heading strategically.
Is an expert in Equinix's processes, policies and escalation paths. Understands the nuances between regional processes
Post onboarding, follows up on actions and tasks and connects back to the customer's goals. Able to articulate trending across customers and projects
Able to utilize inquiry (questioning) skills with the customer in order to better understand their business, and able to know the best timing and method for asking questions. Able to generate questions for customers in the moment without requiring any pre-planning
Adoption and Customer Success Management Develop, maintain and track progress of a Customer Success Plan, for all Customers. For the customers that are global, is an expert at tracking a single plan across multiple regions
Drives product and process adoption by understanding global customer usage and trends for all customers
Able to articulate Equinix's products (current and future) to apply broad knowledge of concepts, practices and procedures. Understands regional product differences
Collects and manages global customer feedback, develops a proposed solution to relevant teams to improve the customer experience
Proactively identifies feedback trends across customers and drives process improvements
Proactively reviews global product utilization and promotes solutions
Partners with the global account team for all presales discussions to assist and develop account growth, and have strong awareness of the customer
Is an expert customer advocate for the customers
Ensure smooth and clear handoff to/from internal teams
Continuously partner with customer(s) to understand business challenges
Develops and implements methods of best practices globally. May develop customer specific best practices
Leads cross functional teams for special customer projects and/or global accounts
Issue and Escalation Management
Assess advanced issues/escalations to validate, prioritize and progress accordingly
Manages, documents and raises visibility of critical escalations as appropriate Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally
Identifies process improvement opportunities or plans
Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans, potentially globally
Acts as an expert to customers in providing honest and empathetic support, for CSM managed escalations. Escalate to GEM and functional teams as agreed.
Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management
Provides global consistent communication
Account Management & Retention
Involved in many lead management of accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations to resolve complex matters
Identifies churn risks through deeper engagement with the customer and proactively works with sales and management to reduce churn
Manages delivery of regular Operational Survey Review with bespoke content
Project manages resolution of follow-up actions from CBRs/OBRs
Drives expert customer satisfaction
Able to support complex customer projects independently and may lead others
Qualifications
7+ years experience preferred
Bachelor's degree preferred
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.