Equinix, Inc

Compensation

Full Description

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.A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.Job SummaryAn exciting opportunity to join our Customer Success Team at Equinix in our London (or Slough) office, where you can provide best in class support through ensuring customer loyalty of global customers through self-directed engagement with executive level customer management. This role will typically manage the most complex global account(s) independently and act as a senior point of contact for others in the team. This role uses wide-ranged advanced experience to resolve complex issues, and ensure expert care-taking of our external customers as well as proactively seeking to understand and assist shaping their future needs and opportunities.If you have strong communication skills, consider yourself agile and curiously minded, collaborative and focused on customer excellence, then APPLY to join!ResponsibilitiesCustomer OnboardingManages customer onboarding and support for more complex customersUses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scopeprojects/implementations and may lead othersUses the 3 Phase Methodology for onboarding: Phase 1 - Conducts pre-onboarding for all customersPhase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customersPhase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doingLeads onboarding across multiple regions and in partnership with other CSMsAll Phases:Communicates effectively, able to translate internal processes to be able to set customer expectations within an advanced scope. Communicates with advanced skills in a way that allows the CSM to influence the customer and othersAble to communicate with customers what other teams at Equinix do and how customers should utilize themGeneral:Interacts with cross functional teams using advanced wide-ranged skills, adding input to the various stagesCollects in depth information about all customer globally, so the experience is personalized. Based on data collection, able to understand where customer is heading strategicallyIs an expert in Equinix's processes, policies and escalation paths. Understands the nuances between regional processesPost onboarding, follows up on actions and tasks and connects back to the customer's goals. Able to articulate trending across customers and projectsAble to utilize inquiry (questioning) skills with the customer in order to better understand their business, and able to know the best timing and method for asking questions. Able to generate questions for customers in the moment without requiring any pre-planningAdoption and Customer Success ManagementDevelop, maintain and track progress of a Customer Success Plan, for all Customers. For the customers that are global, is an expert at tracking a single plan across multiple regionsDrives product and process adoption by understanding global customer usage and trends for all customersAble to articulate Equinix's products (current and future) to apply broad knowledge of concepts, practices and procedures. Understands regional product differencesCollects and manages global customer feedback, develops a proposed solution to relevant teams to improve the customer experienceProactively identifies feedback trends across customers and drives process improvementsProactively reviews global product utilization and promotes solutionsGeneral:Partners with the global account team for all presales discussions to assist and develop account growth, and have strong awareness of the customerIs an expert customer advocate for the customersEnsure smooth and clear handoff to/from internal teamsContinuously partner with customer(s) to understand business challengesDevelops and implements methods of best practices globally. May develop customer specific best practicesLeads cross functional teams for special customer projects and/or global accountsIssue and Escalation ManagementAssess advanced issues/escalations to validate, prioritize and progress accordinglyManages, documents and raises visibility of critical escalations as appropriateEngage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externallyIdentifies process improvement opportunities or plansManage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans, potentially globallyGeneral:Acts as an expert to customers in providing honest and empathetic support, for CSM managed escalations. Escalate to GEM and functional teams as agreedWork cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from managementProvides global consistent communicationAccount Management & RetentionInvolved in many lead management of accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations to resolve complex mattersIdentifies churn risks through deeper engagement with the customer and proactively works with sales and management to reduce churnManages delivery of regular Operational Survey Review with bespoke contentProject manages resolution of follow-up actions from CBRs/OBRsGeneral:Drives expert customer satisfactionAble to support complex customer projects independently and may lead othersQualificationsProven years experience preferredBachelor's degree preferredEquinix 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.We use artificial intelligence in our hiring process. Learn more here.