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Customer Success Manager 2

  • Wymiar czasu: pełny
  • lokalizacja: Warszawa
  • Data ważności oferty: 16.02.2022
EQUINIX Poland

Customer Success Manager 2

JR-123391

Warsaw

Customer Success Manager 2

Full time

Job Summary

Supports small to medium sized inside sales or field accounts on post sale support items issues and onboarding.

Responsibilities

Account Type

  • Supports inside sales accounts, field accounts or small to medium accounts in market/country revenue including new logos – typically 50K MRR or less per account
  • Number of accounts supported are typically under 50 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higher

Account Support

  • Supports customer accounts
  • Acts as a customer advocate
  • Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
  • Engages customer to reduce service-related churn risk within region with minimal direction from leadership
  • Supports/enables non-standard customer requirements
  • Proactively identifies trends with Customer in region and methods to improve Customer experience

Onboarding/Implementation Project Coordination

  • Onboards up to medium size Customer new logos and non-strategic customers independently
  • Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope
  • Able to support projects/implementations independently
  • Involved in regional Account team planning and coordination

Issue and Escalation Handling

  • Post-sale tactical issue resolution
  • Acts as point of contact with customer on escalations or issues independently
  • Tactical preparation and delivery of post mortem reviews when appropriate

Quarterly Business Review

  • Plays a role in delivery of QBR and QBR preparation
  • Utilizes standard QBR offering with minimal customization
  • Project manages resolution of follow up actions from QBR’s

Service Improvement Plan

  • Manages and delivers on a service improvement plan

Global Account Leadership

  • Coordinates cross-regional customer needs without guidance

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