Customer Success Manager 1

Overview

Provide onboarding, adoption, issue management, and retention for regional customers.

Key Responsibilities

• onboarding
• escalations
• feedback
• success plan
• process review
• root cause

Tasks

-Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs -Phase 1 - Pre-Onboarding: May not conduct pre-onboarding, depending on location, the size of customer and the scope -Collects customer feedback, providing it to relevant teams to improve the Customer Experience -Manages delivery of regular Operational Survey Review for selected accounts, within a limited scope -May proactively review product utilization and solicit potential solutions -Develop, maintain and track progress of a Customer Success Plan within a limited scope -Review product and process adoption by understanding customer usage patterns -May attend presale internal discussions to understand account potential -Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers -Manage, document and raise visibility of critical escalations as appropriate with support from management -Utilizes routine onboarding templates and checklists and uses judgment within a limited scope to make modifications to the standard during onboarding based on customers needs and project scope -Engages key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management -Phase 3 - Continuous Follow-up: Within a limited scope, follows up with customers -Identify process improvement opportunity or plan -Reviews feedback trends across customers, and able to articulate behavioral differences -Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a limited scope -Assess issue/escalation to validate, prioritize and progress accordingly with support from management -Participates in and/or collects issues post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from management

Requirements

• product knowledge
• b2b sales
• customer service
• stakeholder management
• bachelor's degree
• emotional intelligence

What You Bring

-Able to articulate an understanding of Equinix's products (current and future) to educate customers on key concepts -1-3 Years of experiences in B2B pre/post sales functions. Relevant internship experiences will be considered -People Centric and able to provide high level customer oriented service mindset -Possess high emotional intelligence and demonstrate examples of managing both internal and external stakeholders -Obtained at least a Bachelor's degree

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About Equinix

-World’s largest provider of data center and interconnection services. -Offers cutting-edge solutions that enable businesses to scale and adapt to the digital age. -Facilitates high-performance connections for industries like cloud computing, telecommunications, and finance. -Provides services including hybrid cloud solutions, network and application performance optimization, and interconnection for business ecosystems. -At the forefront of advancing global digital transformation through strategic partnerships with leading companies. -Innovative business models drive enterprise infrastructure modernization, ensuring security and compliance.

Sector Specialisms