Customer Success Manager 3

Equinix

To protect, connect, and power the digital world

Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company™, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.

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. 

Customer Success Manager 3Job Summary Provide best in class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned experienced professional with a full understanding of the area of specialization while working on problems within a diverse scope. Contributes to Success Leads, initiates Customer Business Reviews, maintains high NPS scores and implements programs designed for CSMs.

Responsibilities Customer Onboarding

• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with specialized skills in a way that allows the CSM to influence the customer and others.
• Able to communicate with customers what other teams at Equinix do and how customers should utilize them General:
• May interact with cross functional teams as input to the various stages
• Is skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategically
• Is a seasoned professional skilled in Equinix's processes, policies and escalation paths. Understands some nuances between regional processes
• Post onboarding, follows up on actions and tasks and understand how these tasks connect to customer's goals
• Able to articulate trends for this customer as well as across multiple customers      
• Able to utilize inquiry (questioning) skills with the customer in order to better understand their business. Able to know the best timing and method for asking questions. Able to generate questions for customer in the moment without requiring any pre-planning Adoption and Customer Success Management
• Develops, maintains and tracks the progress of a Customer Success Plan (for all customers) within a diverse scope
• Drives product and process adoption by understanding customer usage trends for key customers
• Able to articulate a diverse understanding of Equinix's products (current and future) to provide customer education on concepts, practices and procedures
• Collects and manages customer feedback, providing the information to relevant teams to improve the customer experience
• Proactively identifies feedback trends across customers and drives process improvements
• Proactively reviews product utilization and proposes potential solutions General:
• Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customer 
• Acts as a seasoned customer advocate 
• Ensures a smooth and clear handoff to/from internal teams
• Proactively reaches out to customers to touch base (i.e. health check) 
• Develops and implements methods of best practices
• Leads cross functional teams for special customer projects. May perform for global accounts Issue and Escalation Management
• Assess issue/escalation to validate, prioritize and progress accordingly
• Manages, documents and raises visibility of critical escalations as appropriate
• Engage 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
• Identifies process improvement opportunities or plans while leveraging what is already in place
• Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans using established process when required with support from management, potentially globally General:
• is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate to EM team and functional teams as agreed. 
• Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management
• Provides global 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 diverse scope
• Flags 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 moderate scope
• Project manages resolution of follow-up actions from CBRs/OBRs General:
• Drives high customer satisfaction
• Able to support diverse customer projects independently

  Qualifications

• 5+ years experience preferred
• Bachelor's degree preferred

• 💬

  Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 👍🏼

  Adoption and Success Management

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• 🤝

  Relationship Building

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

• 👥

  Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

• 🤓

  Learning agility

  Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities

• 💡

  Problem solving

  Identifies problems and develops logical solutions that address the problems