Customer Success Manager 2

Customer Success Manager 2

JR-122520

Warsaw
Madrid
Lisbon

Full time

Global Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSM). We continue to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities. To ensure continued success, we are looking to hire a CSM 2.

The CSM position is pivotal in the delivery of services to a portfolio of Equinix customers. The CSM drives collaboration with customers and internal cross functional teams to manage requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service related customer questions, requests, and issues to resolution.

The portfolio of customers for the CSM 2 position is generally a larger number of smaller sized accounts with a moderate scope.   The CSM is expected to work independently on both standard and non-standard, client requests and issues with some management guidance.

Responsibilities:

• Onboard / Educate customers to leverage Equinix policies and procedures, customer facing support and ordering systems
• Develop and maintain expertise on Equinix’s products and services
• Identify opportunities to solve customer business requirements by leveraging Equinix’s products & services
• Demonstrate proper use of systems, tools, processes and functions
• Work cross functionally on new and existing customer installations to deliver services in the agreed upon timeframe
• Identify opportunities to drive and support a globally consistent customer experience
• Identify trends and propose solutions
• Orchestrate cross functional resources to solve customer requests
• Capture success plans through understanding customer’s goals and objectives
• Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues
• Conduct customer meetings and gather insight by driving meaningful dialogue
• Participate in Customer Business Reviews
• Understand the value of cross functional relationships and leverage them in the right way to drive ongoing improvements
• Act as the customer advocate with thoughtful and creative balance between customer and business needs
• Identify risk, opportunity and use good judgment for when to raise visibility
• Able to properly manage escalations and track appropriately
• Has foresight to identify patterns/themes/trends that contribute to a negative customer experience
• Independently identify when to develop and implement service improvement plans – drive cross functionally to improve the overall customer experience
• Keep pulse of the customer and identify risk
• May participate in projects and initiatives that drive overall improvements

Qualifications:

• Degree level qualification, preferably in a technical subject, or equivalent experience
• Minimum of 3 years in a CSM equivalent role
• Experience in a high pressure, customer facing role
• Proven track record in building positive relationships with customers
• 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 professionalism 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

EOE/M/F/Vet/Disability

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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...