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Customer Success Manager
Ref No.: 17-21560
Location: San Jose, California
Start Date: 11/27/2017
Duties:
  • 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.

Skills:
  • Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations.
  • Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation.
  • 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 from opportunity to fulfillment.
  • Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems.
  • Conducts client meetings and Quarterly Business Reviews. Responsible for preparing customized presentation material as required by clients and account team.
  • 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. case management, 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.
  • Supports Sales Team to eliminate their involvement in non-sales activities.
  • Collaborates with Marketing to identify potential clients for case studies for Equinix.

Qualifications & Experience
Degree level qualification, preferably in a technical subject, or equivalent experience.
Minimum of 5+ years in a CSM equivalent role or prior relevant Equinix experience.
Experience in a high pressure, customer facing role.
Proven track record in building positive relationships with clients.
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 remain professional 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.

Minimum of 5 years of administrative experience required with an Associate's Degree.


Education
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.