Customer Success Manager The Global Customer Care and Experience (GCCX) organization is made up of several customer-facing and non-customer-facing functions, including Customer Success Managers (CSM).
We continue to grow and evolve, and include many change initiatives impacting processes, tools, and globalization of roles and responsibilities.
To ensure continued success, we are looking to hire a CSM 3 in Warsaw, Spain, or Portugal.
The CSM position is pivotal in the delivery of services to a portfolio of Equinix customers.
The CSM drives collaboration with customers and internal cross-functional teams to manage requirements timely and efficiently.
The CSM also owns and manages a broad range of account and service-related customer questions, requests, and issues to resolution.
The portfolio of customers for the CSM 3 position is generally medium to large in scope/complexity, and global involvement is required.
The CSM is expected to work independently on both standard and non-standard, complex client requests and issues with minimal management guidance.
Responsibilities Onboard / Educate customers to leverage Equinix policies and procedures, customer-facing support, and ordering systems. Develop and maintain expertise on Equinix's products and services. Identify opportunities to solve customer business requirements by leveraging Equinix's products & services. Demonstrate proper use of systems, tools, processes, and functions. Work cross-functionally on new and existing customer installations to deliver services in the agreed-upon timeframe. Identify opportunities to drive and support a globally consistent customer experience. Identify trends and propose solutions. Orchestrate cross-functional resources to solve customer requests. Capture success plans through understanding customer's goals and objectives. Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues. Conduct customer meetings and gather insight by driving meaningful dialogue. Participate in Customer Business Reviews. Understand the value of cross-functional relationships and leverage them to drive ongoing improvements. Act as the customer advocate with a thoughtful and creative balance between customer and business needs. Identify risk and opportunity and use good judgment for when to raise visibility. Able to properly manage escalations and track appropriately. Has foresight to identify patterns/themes/trends that contribute to a negative customer experience. Independently identify when to develop and implement service improvement plans and drive cross-functionally to improve the overall customer experience. Keep pulse of the customer and identify risk. May participate in projects and initiatives that drive overall improvements. Qualifications Minimum of 5 years in a CSM equivalent role. Experience in a high-pressure, customer-facing role. Proven track record in building positive relationships with customers. Experience in a technical industry; preferably IT, telecommunications, or data centers. Collaborative personality and able to build strong personal relationships. Highly organized, with attention to detail and a dedication to resolving issues. Calm and effective under pressure; able to maintain professionalism in high-stress situations. Able to plan, execute, and manage high volumes of work. Embraces change. Excellent written and verbal English communication skills are essential. Technical aptitude and understanding of the technical service industry preferred. Able to interact with all levels of internal and external clients. Requires strong analysis, judgment, negotiation, and problem-solving skills. Flexible attitude in accepting unique and non-standard solutions. Able to train and/or mentor others. Must be able to travel both domestically and internationally.
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