Equinix is the world's digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks.
Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments.
Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.
We are a fast-growing global company with 70+ consecutive quarters of growth.
Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.
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.
As a Customer Success Manager, you will provide best-in-class support through the evaluation of customer loyalty and oversight of regional customers.
Typically manages smaller sized accounts within a limited scope and receives support from management. ResponsibilitiesCustomer 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.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.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 when resolving issues and communicating externally with support from management.
Identify process improvement opportunities or plans.
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 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.
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