Customer Success Manager 4

Responsibilities

• Customer Onboarding
• Manages customer onboarding and support for more complex customers
• Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope
• Projects/implementations and may lead others
• Led onboarding across multiple regions and in partnership with other CSMs
• All Phases: Communicates effectively, able to translate internal processes to be able to set customer expectations within an advanced scope
• Communicates with advanced skills in a way that allows the CSM to influence the customer and others
• Able to communicate with customers what other teams at Equinix do and how customers should utilize them
• General: Interacts with cross functional teams using advanced wide-ranged skills, adding input to the various stages
• Captures in depth information about all customer globally, so the experience is personalized
• Based on data collection, able to understand where customer is heading strategically
• Able to utilize inquiry (questioning) skills with the customer in order to better understand their business, and able to know the best timing and method for asking questions
• Able to generate questions for customers in the moment without requiring any pre-planning
• Adoption and Customer Success Management
• Develops, maintains and tracks progress of a Customer Success Plan, for all Customers
• For the customers that are global, is an expert at tracking a single plan across multiple regions
• Drives product and process adoption by understanding global customer usage and trends for all customers
• Able to articulate Equinix's products (current and future) to apply broad knowledge of concepts, practices and procedures
• Collects and manages global customer feedback, develops a proposed solution to relevant teams to improve the customer experience
• Proactively identifies feedback trends across customers and drives process improvements
• Proactively reviews global product utilization and promotes solutions
• Partners with the global account team for all presales discussions to assist and develop account growth, and have strong awareness of the customer
• An expert customer advocate for the customers
• Ensures smooth and clear handoff to/from internal teams
• Continuously partner with customer(s) to understand business challenges
• Develops and implements methods of best practices globally. May develop customer specific best practices
• Leads cross functional teams for special customer projects and/or global accounts
• Issue and Escalation Management
• Assesses advanced issues/escalations to validate, prioritize and progress accordingly
• Manages, documents and raises visibility of critical escalations as appropriate
• Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally
• Identifies process improvement opportunities or plans
• Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans, potentially globally
• General: Acts as an expert to customers in providing honest and empathetic support, for CSM managed escalations
• Escalates to GEM and functional teams as agreed
• Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management
• Account Management & Retention
• Involves in many lead management of accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations to resolve complex matters
• Identifies churn risks through deeper engagement with the customer and proactively works with sales and management to reduce churn
• Manages delivery of regular Operational Survey Review with bespoke content
• Project manages resolution of follow-up actions from CBRs/OBRs
• General: Drives expert customer satisfaction
• Able to support complex customer projects independently and may lead others

Qualifications

• Typically requires a minimum of 8 years of related experience
• Bachelor's degree preferred