Customer Success Manager Equinix is the world's digital infrastructure company, operating 240+ 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 78 consecutive quarters of growth.
Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000 cloud and IT service providers in 31 countries spanning six 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.
Responsibilities Customer Onboarding Utilizes onboarding templates and checklists and makes modifications based on customer needs and project scope. Uses the 3 Phase Methodology for onboarding:
Phase 1 - Conducts pre-onboarding for key customers. Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers. Phase 3 - Continuous Follow-up: Follows up with key customers. Communicates effectively to set customer expectations. Collects in-depth information about the customer for a personalized experience. Adoption and Customer Success Management Develops, maintains, and tracks progress of a Customer Success Plan. Drives product and process adoption by understanding customer usage trends. Collects customer feedback and identifies trends to drive process improvements. Issue and Escalation Management Assesses issues/escalations and manages critical escalations. Identifies process improvement opportunities while leveraging existing plans. Participates in issue post mortem/root cause analysis. Account Management & Retention Involved in managing accounts in conjunction with sales and management. Supports order fulfillment and other contractual obligations.
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