Equinix is the one of the largest growing Data Centre companies, growing connectivity between clients worldwide.
That's why we're always looking for creative and visionary people who can help us achieve our goal - global interconnection.
With over 190 datacentres in over 24 countries spanning across 5 continents, we are home of 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.
We are looking for a dedicated and highly experienced Customer Success Manager who will report to the 'Manager, Customer Success' to provide post-
sales support and build positive relationships with our clients.
Ideally, you will be someone who can project manage alongside resolving issues for our customers., Account Type
You will support GAM accounts - large MRR and multi-country deployments
Number of accounts supported is typically 1-6 GAM customers Account Support
You will supports a 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 actively engages to reduce service-related churn within region or globally
Supports / enables non-standard customer requirements independently
You will actively identify trends with Customer in globally and methods to improve Customer experience Onboarding / Implementation Project Coordination
Onboarding of new logos
You will use your judgment to figure out best method of interacting with customers during onboarding, based on customer 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 critical 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
Do you have extensive experience as a Customer Service Manager within a technical industry taking care of complex and strategic global accounts?,
Degree level qualification, preferably in a technical subject, or equivalent experience
Extensive experience in a CSM equivalent role or prior relevant Equinix experience
Experience in a high pressure, customer facing role
Consistent track record in building positive relationships with clients
Experience in a technical industry; preferably IT, telecommunications or datacentres
Excellent written and verbal communication in English are critical
Able to get along with all levels of internal and external clients
Flexible attitude in accepting unusual and non-standard solutions
Willing to travel both domestically and internationally Desired
Project Management qualification or equivalent experience Are you interested?
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