Customer Success Manager 2

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Job Summary

The Customer Success Manager (CSM) is crucial in delivering value through Equinix Services. This position manages ongoing customer relationships and is the primary point of contact throughout the customer life cycle. The CSM acts as the customer advocate, fostering collaboration with customers and internal cross-functional teams to address customer requirements efficiently and effectively. Additionally, the CSM manages various account and service-related inquiries, requests, and issues, ensuring resolution with minimal management oversight.  The CSM2 role will operate within a team environment, addressing standard and non-standard requests for Mid-Market customers, with some guidance from management.

Responsibilities

• Support new and existing Mid-Market customers with a team of CSMs

• Deliver an engaging and personalized onboarding experience, ensuring new and expanding customers effectively master their partnership with Equinix

• Educate customers on Equinix policies, procedures, customer-facing support, and ordering systems

• Participate and deliver Customer Business Reviews (CBR) with minimal customization, facilitating the discussion and managing the resolution of follow-up actions

• Own and resolve a variety of standard and non-standard customer requests, employing analysis, judgment, and problem-solving skills

• Develop and maintain expertise in Equinix’s products and services

• Identify opportunities to address customer business needs by leveraging Equinix’s offerings

• Demonstrate effective use of systems, tools, processes, and functions

• Proactively identify opportunities to enhance and support a globally consistent customer experience

• Recognize trends among customers and propose solutions to improve their experience

• Exhibits curiosity and resourcefulness in investigating complex issues, while effectively leveraging available resources for resolution

• Act as the customer advocate, balancing customer needs with business objectives thoughtfully and creatively

• Identify risks and opportunities, exercising sound judgment on when to escalate issues

• Manage escalations effectively and track them

• Anticipate patterns, themes, and trends that may contribute to a negative customer experience

• Participate in projects and initiatives aimed at driving overall improvements

• Demonstrate excellence in case management

Qualifications

• Degree-level qualification, preferably in a technical field, or equivalent experience

• Minimum of 3 years in a Customer Success Manager or equivalent role

• Proven track record of building positive relationships with customers

• Experience in a technical industry, preferably IT, telecommunications, or data centers

• Ability to foster positive collaboration and communicate effectively with team members to achieve shared goals

• Organized, with strong attention to detail and a commitment to resolving challenges

• Adaptable and resilient in the face of change, demonstrating a willingness to support the team's evolving needs

• Excellent written and verbal communication skills in English are essential

• Technical aptitude and understanding of the technical service industry are preferred

• Ability to interact with all levels of internal and external clients

• Strong analytical, judgment, negotiation, and problem-solving skills

Equinix 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.