Customer Success Manager - Global Accounts

Job Title: Customer Success Manager - Global Accounts
Contract Type: Permanent
Location: Singapore
Reference: JR-127277
Contact Name: Brendan McMahon
Job Published: July 28, 2022 11:19

Job Description

Who are we? 

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+ consecutive quarters 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 26 countries 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. 

At Equinix, we make the internet work faster, better, and more reliably. We hire hardworking people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and it’s our authentic, humble, gritty people who craft The Magic of Equinix. They share a real passion for winning and put the customer at the center of everything they do.

If you are looking to join a company that can offer long term career opportunities on a global scale backed by a positive, and high energy culture, then Equinix is the place for you!

We are looking for a Customer Success Manager (CSM) – Global Accounts who will be responsible for: driving high customer satisfaction and reduced churn by providing a globally consistent customer experience through: customer onboarding and support, post-sale tactical issue resolution, Service Improvement Plan Management, improved adoption of Equinix capabilities (Portal, Reporting, etc), continuous management of customer relationship throughout customer lifecycle.

The portfolio of customers for the CSM – Global Accounts position is generally large in scope/complexity and global involvement is required. Accounts may include agreements to support non-standard billing, operational deliverables, and business processes which the CSM is responsible to ensure are carried out according to the agreement. The CSM is expected to work independently on both standard and non-standard, and in most times complex customer requests as well as issues with minimal management guidance.

Job Responsibilities

  • This position will be responsible for, but not limited to the following specific duties:
  • Involved in and may lead Customer Care planning and coordination on Global accounts
  • Serve as escalation point both internally and externally on complex requests independently
  • Build and maintain trusting relationships with both customers and cross functional teams, to drive customer success
  • Act as the voice of the customer by listening to and sharing customer feedback, and reporting opportunities to the relevant internal stakeholders
  • Drive high customer satisfaction and reduce churn by providing a globally consistent customer experience
  • Educate and guide customers in the use of Equinix tools, processes, and policies
  • Proactively and reactively identify trends within customer experience, and collaborate with cross-functional teams independently to drive improvement
  • Own highly complex projects and non-standard requests to resolution
  • Own the creation, management, delivery and action item resolution of bespoke customer business reviews, post-mortem reviews, success plans, and service improvement plans, when appropriate
  • Use analysis, judgement, negotiation, and problem-solving skills to provide the right solution to a wide range of customer requirements

Job Qualification

•    Degree level qualification, preferably in a technical subject.
•    Minimum of 5 years in a CSM equivalent role or prior relevant Equinix experience.
•    Experience in a high pressure, customer facing role.
•    Experience working in a regional/global team and in a matrix environment.
•    Proven track record in building positive relationships with customers.
•    Experience in a technical industry; preferably IT, telecommunications or data centers.

Knowledge, Skills, and Abilities

•    Collaborative personality and able to build strong personal relationships.
•    Highly organized, with attention to detail and a dedication to resolving issues.
•    Calm and effective under pressure. Able to remain professional in high stress situations.
•    Able to plan, execute and manage high volumes of work.
•    Embraces change.
•    Good competence in English is essential.
•    Technical aptitude and understanding of the technical service industry preferred.
•    Able to interact with all levels of internal and external customers.
•    Adept at crafting concise and effective communications.
•    Ability to plan, execute and manage high volumes of work.
•    Flexible attitude in accepting unique and non-standard solutions.

Equinix is an equal opportunity employer. All 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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