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.
Job Summary
Provide best in class support through the evaluation of customer loyalty and oversight of regional customers.
Continuously seeks opportunities in Revenue Generating (Success) Sales Leads, engages customer in Customer Business Reviews, and drives Issue Resolutions.
Typically manages larger number of smaller sized accounts, within a limited scope and receives support from management.
Show high level of curiosity to Data Center industry
Responsibilities:
Customer Onboarding
- Utilizes routine onboarding templates and checklists and uses judgment within a limited scope to make modifications to the standard during onboarding based on customers’ needs and project scope
Uses the 3 Phase Methodology for onboarding:
- Phase 1 - Pre-Onboarding: May conduct pre-onboarding, depending on location, the size of customer and the scope
- Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
- Phase 3 - Continuous Follow-up: Within a limited scope, follows up with customers
All Phases:
- Communicates effectively, able to translate internal processes to be able to set customer expectations within a limited scope
- Able to communicate with customers what other teams at Equinix do and how customers should utilize them
General:
- Collects routine information about the customer, so that the experience is personalized
- Knows and can articulate basic Equinix process, policies and escalation paths
- Post onboarding, follows up on routine actions and tasks
- Able to utilize routine inquiry (questioning) skills with the customer in order to better understand their business
Adoption and Customer Success Management
- Engagement with customers formally over a Customer Business Review (CBR)
- Review product and process adoption by understanding customer usage patterns
- Able to articulate an understanding of Equinix's products (current and future) to educate customers on key concepts
- Collects customer feedback, providing it to relevant teams to improve the Customer Experience
- Reviews feedback trends across customers, and able to articulate behavioral differences
- May proactively review product utilization and solicit potential solutions
- May attend presale internal discussions to understand account potential
- Develop, maintain and track progress of a Customer Success Plan within a limited scope
General:
- Acts as a customer advocate
- Ensures smooth and clear handoff to/from internal teams
- Aware of customer health for their key Customers
- Accumulate and utilizes methods of best practices
- Participates in cross functional teams for select customer projects within a limited scope
Issue and Escalation Management
- Assess issue/escalation to validate, prioritize and progress accordingly with support from management
- Manage, document and raise visibility of critical escalations as appropriate with support from management
- Engages key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management
- Identify process improvement opportunity or plan
- Participates in and/or collects issues post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from management
- Cross functional teams includes: Data Center Operations, Sales, IT / System support, Finance, Service Desk, Legal, Compliance, Reporting team etc.
General:
- Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
- Works to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management
- Provides globally consistent communication
Account Management & Retention
- Involved in managing accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations within a limited scope
- Flags limited churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
- Manages delivery of regular Operational Survey Review for selected accounts, within a limited scope
- Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs
General:
- Drives high customer satisfaction
- Able to support simple customer projects independently
Qualifications
- 1+ years’ experience preferred
- Bachelor's degree preferred
Equinix 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 this form.
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.
