Customer Success Manager 1

Overview

Support customer onboarding, adoption, issue resolution, and account retention for regional accounts.

Key Responsibilities

• onboarding
• survey review
• escalation management
• customer success
• feedback analysis
• process improvement

Tasks

-May attend presale internal discussions to understand account potential -Manages delivery of regular Operational Survey Review for selected accounts, within a limited scope -Reviews feedback trends across customers, and able to articulate behavioral differences -Post onboarding, follows up on routine actions and tasks -Collects routine information about the customer, so that the experience is personalized -May proactively review product utilization and solicit potential solutions -Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed -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 -Acts as a customer advocate -Manage, document and raise visibility of critical escalations as appropriate 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 -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 -Identify process improvement opportunity or plan -Works to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management -Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers -Assess issue/escalation to validate, prioritize and progress accordingly with support from management -Involved in managing accounts in conjunction with sales and management, including support of order fulfillment and other contractual obligations within a limited scope -Ensures smooth and clear handoff to/from internal teams -Develop, maintain and track progress of a Customer Success Plan within a limited scope -Collects customer feedback, providing it to relevant teams to improve the Customer Experience -Review product and process adoption by understanding customer usage patterns -Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs -Accumulate and utilizes methods of best practices -Phase 1 - Pre-Onboarding: May not conduct pre-onboarding, depending on location, the size of customer and the scope -Phase 3 - Continuous Follow-up: Within a limited scope, follows up with customers -Aware of customer health for their key Customers -Participates in cross functional teams for select customer projects within a limited scope

Requirements

• customer communication
• customer satisfaction
• product knowledge
• process knowledge
• bachelor's
• entry level

What You Bring

-Able to communicate with customers what other teams at Equinix do and how customers should utilize them -Drives high customer satisfaction -Communicates effectively, able to translate internal processes to be able to set customer expectations within a limited scope -Able to support simple customer projects independently -Provides globally consistent communication -Able to articulate an understanding of Equinix's products (current and future) to educate customers on key concepts -0+ years experience preferred -Able to utilize routine inquiry (questioning) skills with the customer in order to better understand their business -Knows and can articulate basic Equinix process, policies and escalation paths -Bachelor's degree preferred

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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.

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