Who are we?
Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
Job Summary
This role is the strategic business partner to the SVP, Global Customer Care & Experience and their Leadership Team, aligning operational initiatives with revenue objectives and ensuring that customer care strategies effectively support overall business growth. They leverage data analytics and performance metrics to identify trends and opportunities within customer interactions, providing actionable plans that enhance service delivery and drive revenue optimization. They lead initiatives to streamline customer care processes and enhance operational efficiency, collaborating with cross-functional teams to implement best practices that improve customer satisfaction and contribute to revenue enhancement.
Responsibilities
Strategic Business Partnership
Act as a trusted advisor to senior leadership within the GCCX team, providing insights and recommendations to optimize performance and drive revenue growth
Partner with the TP&I organization on the creation and maintenance of the strategy, differentiated across customer segments, for resource allocation, coverage planning, incentive planning and forecasting
Translate that strategy into an operational plan
Data Analysis and Reporting
Utilize data analytics to monitor customer care performance metrics, identifying and opportunities for improvement that directly impact revenue
Ensure that the RevOps and EDNA teams develop and present comprehensive reports and dashboards to stakeholders, translating complex data into actionable insights. Provide guidance to RevOps and EDNA reporting functions on prioritizing business metrics
Process Improvement and Efficiency
Lead initiatives to streamline customer care processes, ensuring operational efficiency and effectiveness in service delivery
Collaborate with cross-functional teams, including Sales, Marketing, RevOps and IT, to implement best practices and innovative solutions that enhance the customer experience and support revenue generation
Performance Management
Establish, evolve and monitor key performance indicators (KPIs) for customer care operations, monitoring progress and implementing corrective actions as needed to achieve revenue targets
Foster a culture of accountability and continuous improvement within the Customer Care Organization
Training and Development
Identify training needs and partner with GTM Enablement team on their development of programs to enhance the skills and capabilities of customer care staff, ensuring alignment with revenue and customer service excellence
Customer Experience Advocacy
Champion the voice of the customer within the CRO & RevOps organization, ensuring that customer feedback informs operational strategies and initiatives
Collaborate with product, marketing and other Revenue Operations teams to enhance the overall customer journey and experience
Team Collaboration and Development
Mentor and develop colleagues, fostering a culture of excellence, accountability, and continuous improvement
Identify training and development needs across GTM to enhance team capabilities and ensure alignment with strategic goals
Qualifications
Solid experience in customer care operations or business partnership roles, preferably in a global context
Strong strategic thinking and problem-solving skills, with a proven ability to drive operational improvements and enhance customer experience
Exceptional leadership and interpersonal skills, with the ability to influence and engage stakeholders at all levels
Proven experience in managing large-scale projects and cross-functional initiatives.
Strong analytical skills, with proficiency in data analysis performance metrics
Experience with customer care technologies and CRM systems; familiarity with emerging trends in customer service is a plus
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
•Lean/six sigma or other programmatic process optimization skills
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.
