Customer Success Manager 2

Who are we?

Equinix is the world’s digital infrastructure company®, operatingover 250 data centers across the globe.Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed.

Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions.

We embrace diversity in thought and contribution and are committed to providingan equitable work environment that is foundational to our core values as a company and is vital to our success.

Customer Success Manager 2

Job Summary

Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope.

Works independently and receives instructions on new assignments.

Responsibilities

Supports field accounts or small to medium accounts in market / country revenue including new logos - typically 50K MRR or less per account

Supports customer accounts

Acts as a customer advocate

Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving

Engages customer to reduce service-related churn risk within region with minimal direction from leadership

Supports / enables non-standard customer requirements

Proactively identifies trends with Customer in region and methods to improve Customer experience

Onboards up to medium size Customer new logos and non-strategic customers independently

Utilizes standard onboarding templates and checklists and uses some discernment to make modifications to the standard during onboarding based on customers needs and project scope

Able to support projects / implementations independently

Involved in regional Account team planning and coordination

Post-sale issue resolution

Acts as point of contact with customer on escalations or issues independently

Tactical preparation and delivery of post-mortem reviews when appropriate

Plays a role in delivery of CBR and CBR preparation

Utilizes standard QBR offering with minimal customization

Project manages resolution of follow up actions from CBRs

Manages and delivers on a service improvement plan

Coordinates cross-regional customer needs without mentorship

Qualifications

1+ years experience preferred

Bachelor's degree preferred

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.

At Equinix, we’re tasked with leading in the communities we serve and doing our part to help keep our communities and our teams safe.

Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office.