Director, Activation and Professional Services Transformation

Equinix, Inc.•Ashburn, VA

71d

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.â 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. Job Summary The Director, Activation and Professional Services Transformation has a strong understanding of a broad range of support & services, focusing on initial customer activation, tiers of customer support, advisory services, and professional services. The ideal leader will have transformed simpler services organizations to revenue generating engines, removing silos between skillsets, developing services product & pricing, and understanding the Equinix value proposition in order to provide our customers with strategic services that highlight how Equinix needs to be a part of their future. From a support perspective, our leader needs to be able to provide our customers with several tiers that align to their different business needs. From an activation perspective, our leader needs to deliver a one-stop-shop for all Equinix solutions.

Requirements

15+ years experience preferred
Bachelor's Degree preferred
Strong background in utilizing AI Agents, Agentic AI, and LLMs in order to accelerate delivery and provide a more consistent experience with our customers

Responsibilities

Create a services organization that can provide all services from activation to strategy for our customers
Break down skill silos and instill a culture of utilization driven activators, who can drive an outstanding customer experience from their first step
Professional and advisory services should focus on driving strategic engagement with the customer by highlighting the value Equinix brings to their business
Identify activities that our teams should not be doing, and work with customers and Equinix teams to change behavior
Premium support should provide a differentiated experience for customers with the highest support needs, utilizing people, process, and technology to bring best-in-class service
Utilize policy and process to change the behavior or customers and Equinix teams, placing work in the right team or technology
Establish GTM rules of engagement to prevent bad processes from impacting the customer experience
Enable the GTM teams in order to sell services and support, both from a direct and indirect perspective
Establish playbooks and collateral on all activation and services, in order to drive a consistent customer experience
Establish internal processes to track and report on utilization, to manage performance and identify early headwinds impacting our teams
Develop a process to forecast the capacity and revenue of all of our engagements
Identify tooling necessary to enable our activation and services teams, from time tracking, project management, project repositories
Work with the Lead to Cash and ECP teams to build out the functionality to better serve our customers, providing an agentic and digital experience that the customer desires, while enabling a more accurate order flow

Benefits

As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.
Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

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