Customer Success Manager IV

Equinix•New York City, NY

1d•Onsite

About The Position

Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet. A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future. A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work. 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.

Requirements

Typically requires a minimum of 8 years of related experience
Bachelor's degree preferred

Responsibilities

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
Uses the 3 Phase Methodology for onboarding: 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
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