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Customer Success Manager
Ref No.: 17-17589
Location: Miami, Florida
Start Date: 06/29/2017
 Client: Equinix Inc.
Role: Customer Success Manager
Duration: 05 months
Location: 6 NE Second St., Suites 100, 120 and 550, Miami, FL 33132
ID : 7403193
 
•           Manages the on-going customer service relationship and serves as the primary point of contact through the client lifecycle.
•           Acts as client advocate responsible for the overall satisfaction of clients.
•           Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues.
•           Proposes and develops solutions cross functionally to solve non-standard client requests.
•           Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology.
•           Understands clients' footprint and contractual agreement.
•           Collaborates with existing clients to gather and understand clients' requirements for add-on services and independently takes action to initiate orders.
•           Educates and orients clients in policies and procedures and client facing support and ordering systems.
•           Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments.
•           Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. ticketing system, etc.).
•           Develops and maintains expertise on Equinix products and services.
•           Develops and builds strong relationships with Sales, Operations and other cross functional teams.
•           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 remain professional in high stress situations.
•           Able to plan, execute and manage high volumes of work.
•           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.
•           Degree level qualification, preferably in a technical subject, or equivalent experience.
•           Minimum of 5 years in a CSM equivalent role or prior relevant experience.
•           Experience in a technical industry; preferably IT, telecommunications or data centers.