Customer Success Manager

Equinix•Denver, CO

About The Position

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.

Requirements

Advanced experience to resolve complex issues.
Expert care-taking of external customers.
Proactively seeking to understand and assist shaping future needs and opportunities.
Ability to manage the most complex global account(s) independently.
Act as a senior point of contact for others in the team.
Ability to translate internal processes to set customer expectations within an advanced scope.
Advanced communication skills to influence the customer and others.
Ability to communicate to customers what other teams at Equinix do and how customers should utilize them.
Advanced wide-ranged skills to interact with cross-functional teams, adding input to various stages.
Ability to collect in-depth information about all customers globally.
Ability to understand where customer is heading strategically based on data collection.
Expertise in Equinix’s processes, policies, and escalation paths.
Understanding of the nuances between regional processes.
Ability to follow up on actions and tasks post-onboarding and connect back to customer goals.
Ability to articulate trending across customers and projects.
Ability to utilize inquiry (questioning) skills with the customer to better understand their business.
Ability to know the best timing and method for asking questions.
Ability to generate questions for customers in the moment without requiring pre-planning.
Ability to develop, maintain, and track progress of a Customer Success Plan for all customers.
Expertise in tracking a single plan across multiple regions for global customers.
Ability to drive product and process adoption by understanding global customer usage and trends.
Ability to articulate Equinix’s products (current and future) applying broad knowledge of concepts, practices, and procedures.
Understanding of regional product differences.
Ability to collect and manage global customer feedback.
Ability to develop proposed solutions to relevant teams to improve the customer experience.
Ability to identify feedback trends across customers and drive process improvements.
Ability to review global product utilization and promote solutions.
Ability to partner with the global account team for presales discussions to assist and develop account growth.
Strong awareness of the customer.
Ability to ensure smooth and clear handoff to/from internal teams.
Ability to continuously partner with customer(s) to understand business challenges.
Ability to develop and implement methods of best practices globally.
Ability to lead cross-functional teams for special customer projects and/or global accounts.
Ability to assess advanced issues/escalations to validate, prioritize, and progress accordingly.
Ability to manage, document, and raise visibility of critical escalations as appropriate.
Ability to engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally.
Ability to identify process improvement opportunities or plans.
Ability to manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans, potentially globally.
Ability to act as an expert to customers in providing honest and empathetic support for CSM managed escalations.
Ability to work cross-functionally to proactively engage internal colleagues to provide ongoing, timely updates and resolutions to the customer with support from management.
Ability to provide global consistent communication.
Involvement in lead management of accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations to resolve complex matters.
Ability to identify churn risks through deeper engagement with the customer.
Ability to proactively work with sales and management to reduce churn.
Ability to manage delivery of regular Operational Survey Review with bespoke content.
Ability to project manage resolution of follow-up actions from CBRs/OBRs.
Ability to drive expert customer satisfaction.
Ability to support complex customer projects independently.

Nice To Haves

May lead others in projects/implementations.
May develop customer specific best practices.

Responsibilities

Manage customer onboarding and support for more complex customers.
Use judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope.
Conduct pre-onboarding for all customers.
Set up, facilitate and conduct kick-off meetings for all customers.
Proactively design a regular cadence with customers to understand how the customer is doing.
Lead onboarding across multiple regions and in partnership with other CSMs.
Translate internal processes to set customer expectations within an advanced scope.
Communicate with advanced skills to influence the customer and others.
Communicate to customers what other teams at Equinix do and how customers should utilize them.
Interact with cross-functional teams using advanced wide-ranged skills, adding input to various stages.
Collect in-depth information about all customers globally to personalize the experience.
Understand where customers are heading strategically based on data collection.
Act as an expert in Equinix’s processes, policies, and escalation paths.
Understand the nuances between regional processes.
Follow up on actions and tasks post-onboarding and connect back to customer goals.
Articulate trending across customers and projects.
Utilize inquiry (questioning) skills with the customer to better understand their business.
Generate questions for customers in the moment without requiring pre-planning.
Develop, maintain, and track progress of a Customer Success Plan for all customers.
Drive product and process adoption by understanding global customer usage and trends.
Articulate Equinix’s products (current and future) applying broad knowledge of concepts, practices, and procedures.
Understand regional product differences.
Collect and manage global customer feedback, and develop proposed solutions to relevant teams.
Identify feedback trends across customers and drive process improvements.
Review global product utilization and promote solutions.
Partner with the global account team for presales discussions to assist and develop account growth.
Act as an expert customer advocate.
Ensure smooth and clear handoff to/from internal teams.
Continuously partner with customer(s) to understand business challenges.
Develop and implement methods of best practices globally.
Lead cross-functional teams for special customer projects and/or global accounts.
Assess advanced issues/escalations to validate, prioritize, and progress accordingly.
Manage, document, and raise 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.
Identify process improvement opportunities or plans.
Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans, potentially globally.
Act 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 to provide ongoing, timely updates and resolutions to the customer with support from management.
Provide global consistent communication.
Involve in lead management of accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations to resolve complex matters.
Identify churn risks through deeper engagement with the customer and proactively work with sales and management to reduce churn.
Manage delivery of regular Operational Survey Review with bespoke content.
Project manage resolution of follow-up actions from CBRs/OBRs.
Drive expert customer satisfaction.
Support complex customer projects independently and may lead others.