Customer Success Manager

Responsibilities This role will support the Central market An exciting opportunity to join our Customer Success Team. You will be providing best in class support through ensuring customer loyalty of global customers through self-directed engagement with executive level customer management This role will typically manage the most complex global account(s) independently and act as a senior point of contact for others in the team. This role uses wide-ranged advanced experience to resolve complex issues, and ensure expert care-taking of our external customers as well as proactively seeking to understand and assist shaping their future needs and opportunities Manages customer onboarding and support for more complex customers Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope Projects/implementations and may lead others Phase 1 - Conducts pre-onboarding for all customers Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing Leads onboarding across multiple regions and in partnership with other CSMs Communicates effectively, able to translate internal processes to be able to set customer expectations within an advanced scope. Communicates with advanced skills in a way that allows the CSM to influence the customer and others Able to communicate with customers what other teams at Equinix do and how customers should utilize them Interacts with cross functional teams using advanced wide-ranged skills, adding input to the various stages Collects in depth information about all customer globally, so the experience is personalized. Based on data collection, able to understand where customer is heading strategically Is an expert in Equinix’s processes, policies and escalation paths. Understands the nuances between regional processes Post onboarding, follows up on actions and tasks and connects back to the customer’s goals. Able to articulate trending across customers and projects Able to utilize inquiry (questioning) skills with the customer in order to better understand their business, and able to know the best timing and method for asking questions. Able to generate questions for customers in the moment without requiring any pre-planning Adoption and Customer Success Management Develop, maintain and track progress of a Customer Success Plan, for all Customers. For the customers that are global, is an expert at tracking a single plan across multiple regions Drives product and process adoption by understanding global customer usage and trends for all customers Able to articulate Equinix’s products (current and future) to apply broad knowledge of concepts, practices and procedures. Understands regional product differences Collects and manages global customer feedback, develops a proposed solution to relevant teams to improve the customer experience Proactively identifies feedback trends across customers and drives process improvements Proactively reviews global product utilization and promotes solutions Partners with the global account team for all presales discussions to assist and develop account growth, and have strong awareness of the customer Is an expert customer advocate for the customers Ensure smooth and clear handoff to/from internal teams Continuously partner with customer(s) to understand business challenges Develops and implements methods of best practices globally. May develop customer specific best practices Leads cross functional teams for special customer projects and/or global accounts Assess advanced issues/escalations to validate, prioritize and progress accordingly Manages, documents and raises visibility of critical escalations as appropriate Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally Identifies process improvement opportunities or plans Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans, potentially globally Acts as an expert to customers in providing honest and empathetic support, for CSM managed escalations. Escalate to GEM and functional teams as agreed Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management Provides global consistent communication Involved in many lead management of accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations to resolve complex matters Identifies churn risks through deeper engagement with the customer and proactively works with sales and management to reduce churn Manages delivery of regular Operational Survey Review with bespoke content Project manages resolution of follow-up actions from CBRs/OBRs Drives expert customer satisfaction Able to support complex customer projects independently and may lead others Qualifications Typically requires a minimum of 8 years of related experience. Bachelor’s degree preferred. #J-18808-Ljbffr