Customer Success Manager, Equinix
Digital infrastructure company
Posted today
Digital infrastructure company
1001+ employees
Posted today
1001+ employees
Company mission
To provide finance, manufacturing, transport, government, and healthcare organizations a cloud-first world.
Role
Who you are
- 7+ years’ customer care experience preferred
- Bachelor's degree preferred
- Minimum of 5 years in a CSM equivalent role, preferably in IT, telecommunications, or data centers
- Experience in a rapidly changing and evolving organization, in a customer facing role
- Calm and effective under pressure; able to remain professionalism in high stress situations
- Excellent written and verbal English communication skills are essential
- Able to interact with all levels of internal and external clients
- Must be able to travel both domestically and internationally
What the job involves
- Global Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSM)
- We continue to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities
- To ensure continued success, we are looking to hire a Customer Success Manager 4
- The Customer Success Manager 4 (CSM4) is responsible for driving customer success for one of Equinix’s strategic accounts
- The CSM4 position is pivotal to strategic conversations with customers to improve adoption of Equinix solutions, aiding customers on their digital transformation journey
- As a trusted partner, the CSM4 manages the on-going customer relationship and serves as the primary point of contact throughout the customer journey, responsible for overall customer experience
- The CSM4 is expected to work independently on complex client projects, initiatives, and issues, with minimal management guidance, both reactively and proactively
- Serve as escalation point both internally and externally on complex requests independently
- Build and maintain trusting relationships with both customers and cross functional teams, to drive customer success
- Act as the voice of the customer by listening to and sharing customer feedback, and reporting opportunities to the relevant internal stakeholders
- Drive high customer satisfaction and reduce churn by providing a globally consistent customer experience
- Educate and guide customers in the use of Equinix tools, processes, and policies
- Proactively and reactively identify trends within customer experience, and collaborate with cross-functional teams independently to drive improvement
- Own highly complex projects and non-standard requests to resolution
- Own the creation, management, delivery and action item resolution of bespoke customer business reviews, post-mortem reviews, success plans, and service improvement plans, when appropriate
- Use analysis, judgement, negotiation, and problem-solving skills to provide the right solution to a wide range of customer requirements
Our take
Equinix is a veteran player in the digital infrastructure market, connecting industry-leading organizations in finance, manufacturing, retail, transportation, government, healthcare, and education.
The company provides a range of services within the categories of digital, support, data center, and interconnection, with capabilities including, for example, simplifying hybrid cloud deployments or securing on-site deployments. It has an extensive range of partners, granting its clients access to a vast range of industry-leading technologies atop its own offerings.
With a wide global presence, Equinix has secured a path to continued success by its ability to keep abreast of developments in the space. The company is comfortably positioned to remain a robust and leading player across multiple growth avenues and can be expected to make more smart developments and partnerships in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Equinix employees receive excellent health care and counseling plans that vary by country to ensure the well-being of you and your family. We offer paid vacations and holidays and encourage community involvement year-round via volunteer opportunities
- Spending time with your loved ones and taking care of your family are important. Equinix provides a range of country-specific programs that ensure you have the resources needed to thrive and manage your family’s needs
- Equinix offers different programs to help you build your financial security, make charitable donations and seek additional education. In many countries we also offer a flexible employee stock purchase plan
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Charles Meyers
(President & CEO (Not Founder))Former Senior Associate at Booz Allen & Hamilton, President and COO at BellSouth.net, and VP of Business and Corp Development at Internet Security Systems. Before becoming CEO of Equinix, they were a Senior Technology Executive and Fitness Entrepreneur at Life Restorations LLC and Group President of Messaging and Mobile Media at VeriSign.
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