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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.
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 not 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
Adoption and Customer Success Management
Develop, maintain and track progress of a Customer Success Plan within a limited scope
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
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
Account Management & Retention
Involved in managing accounts in conjunction with sales and management, including support of order fulfilment 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 potenatial 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
Who we are looking out for:
1-3 Years of experiences in B2B pre/post sales functions. Relevant internship experiences will be considered
People Centric and able to provide high level customer oriented service mindset
Possess high emotional intelligence and demonstrate examples of managing both internal and external stakeholders
Obtained at least a Bachelor's degree
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.
