Customer Success Manager 2 - Tokyo カスタマーサクセスマネージャ(東京)

Job Title: Customer Success Manager 2 - Tokyo カスタマーサクセスマネージャ(東京)
Contract Type: Permanent
Location: Tokyo
Reference: JR-119919
Contact Name: Fukuyo Tai
Job Published: May 12, 2021 12:48

Job Description

Who are we?

エクイニクスは、5大陸、55都市にまたがる世界最多のネットワークに接続されたデータセンターによって、6,000を超える世界中のトップ企業に、その顧客、従業員、パートナーとの接続の場を提供しています。日本国内のエクイニクスのオフィスおよびデータセンターは、東京と大阪に展開しており、今後はソフトウェア開発、ソフトウェア&ネットワーク アーキテクチャー、ネットワークオペレーション、クラウド&アプリケーションソリューションなどの領域においても進化を続けていきます。


Equinix is the world’s digital infrastructure company, operating 200+data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed. We are a fast-growing global company with 70+consecutivequarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26countries spanning five continents. 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 providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary:

Supports smaller sized inside sales or field accounts on post sale support items issues and onboarding.


Account Type

  • Supports inside sales accounts, field accounts or smaller in market/country revenue including new logos - typically 25K MRR or less per account
  • Number of accounts supported are typically under 25 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higher

Account Support

  • 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

Onboarding/Implementation Project Coordination

  • Onboards up to medium size Customer new logos and non-strategic customers independently
  • Utilizes standard onboarding templates and checklists and uses some judgment 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

Issue and Escalation Handling

  • Post-sale tactical issue resolution
  • Acts as point of contact with customer on escalations or issues independently
  • Tactical preparation and delivery of post mortem reviews when appropriate

Quarterly Business Review

  • Plays a role in delivery of QBR and QBR preparation
  • Utilizes standard QBR offering with minimal customization
  • Project manages resolution of follow up actions from QBR's

Service Improvement Plan

  • Manages and delivers on a service improvement plan

Global Account Leadership

  • Coordinates cross-regional customer needs without guidance


  • 1+ years experience preferred
  • Bachelor's degree preferred

【雇用形態】 正社員
【勤務時間】 9:00~18:00(事業場外労働のみなし労働時間制適用)
【休日休暇】 <年間休日約120日以上>
・忌引休暇、 他


・保養施設(箱根、蓼科、富津 他)
・慶弔見舞金(結婚祝金、出産祝金、弔慰金等)、 他

「顧客満足度を高めるには、まず従業員満足度を高めること」が当社の考え方。グローバルで成長を続ける当社では、「THE Magic OF EQUINIX」というグローバルの社員間で共通の“魔法の言葉”を持ち、それをわたしたちの普段の行動指針としています。そのひとつがが「みんなのために」ひとりでやれることには限度があります。お客様をサポートするのと同じようにチームメンバーもサポートすることにより、より大きな成果を上げることができるという考え方です

Equal Employment Opportunity: 

Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

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