Customer Success Manager 3 at Equinix in San Jose, California

Job Description:

Customer Success Manager 3

Equinix is the world’s digital infrastructure company, operating 210 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. 

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams.   

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. 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: Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.

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

Qualifications

• 5+ 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.