Who are we?Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.Job SummaryProvide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.ResponsibilitiesCustomer OnboardingUtilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scopeUses the 3 Phase Methodology for onboarding:Phase 1 - Conducts pre-onboarding for key customersPhase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customersPhase 3 - Continuous Follow-up: Within a moderate scope, follows up with key customersAll Phases:Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed 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 themGeneral:Collects in depth information about the customer, so that the experience is personalizedProficient in Equinix's processes, policies and escalation pathsPost onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goalsAble to articulate trends for this customerAble to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business.Able to use prior information to inquire more deeply about the customerAdoption and Customer Success ManagementDevelop, maintain and track progress of a Customer Success Plan within a moderate scopeDrive product and process adoption by understanding customer usage trends of key customersAble to articulate a moderate understanding of Equinix's products (current and future) and provide customer education.Collect customer feedback, providing it to relevant teams to improve the customer experienceProactively identifies feedback trends across customers and drives process improvements for key accounts Proactively review product utilization and propose potential solutions for key customersGeneral:For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customerActs as a customer advocateEnsure smooth and clear handoff to/from internal teamsProactively reaches out to customers to touch base (i.e. heath check) on key customersAccumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practicesParticipate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scopeIssue and Escalation ManagementAssess issue/escalation to validate, prioritize and progress accordinglyManage, document and raise visibility of critical escalations as appropriateEngage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from managementIdentifies process improvement opportunities or plans while leveraging what is already in placeParticipate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when requiredGeneral:Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreedWork cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scopeProvides globally consistent communicationAccount Management & RetentionInvolved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scopeFlags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churnManages delivery of regular Operational Survey Review for selected accounts, within a moderate scopeSupports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRsGeneral:Drives high customer satisfactionAble to support moderate customer projects independently and more complex projects under supervisionQualifications3+ years experience preferredBachelor's degree preferredEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing .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.
