Customer Success Manager IV

About the role

An exciting opportunity to join our Customer Success Team. You will be providing best-in-class support by ensuring customer loyalty of global customers through self-directed engagement with executive-level customer management. This role will typically manage the most complex global account(s) independently and act as a senior point of contact for others in the team. This role uses wide-ranged advanced experience to resolve complex issues, ensure expert care-taking of our external customers, and proactively seek to understand and assist in shaping their future needs and opportunities.

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 customer needs and project scope.
  • Leads projects/implementations and may lead others.
  • Uses the 3 Phase Methodology for onboarding:
    • Phase 1 - Conducts pre-onboarding for all customers.
    • Phase 2 - Kick-off Onboarding: Sets up, facilitates, and conducts kick-off meetings for all customers.
    • Phase 3 - Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing.
  • Leads onboarding across multiple regions in partnership with other CSMs.
  • Communicates effectively, translating internal processes to set customer expectations within an advanced scope.
  • Communicates with advanced skills to influence the customer and others.
  • Explains what other teams at Equinix do and how customers should utilize them.
  • Interacts with cross-functional teams using advanced wide-ranged skills, adding input to various stages.
  • Collects in-depth information about all customers globally to personalize the experience.
  • Understands where the customer is heading strategically based on data collection.
  • Is an expert in Equinix's processes, policies, and escalation paths, including regional process nuances.
  • Follows up on actions and tasks post-onboarding, connecting back to the customer's goals.
  • Articulates trending patterns across customers and projects.
  • Utilizes inquiry skills to better understand the customer’s business, knowing the best timing and method for asking questions.
  • Generates questions for customers in the moment without requiring pre-planning.
• Adoption and Customer Success Management
  • Develops, maintains, and tracks progress of a Customer Success Plan for all customers.
  • For global customers, expertly tracks a single plan across multiple regions.
  • Drives product and process adoption by understanding global customer usage and trends.
  • Articulates Equinix's products (current and future) and applies broad knowledge of concepts, practices, and procedures, including regional product differences.
  • Collects and manages global customer feedback, developing proposed solutions 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, maintaining strong awareness of the customer.
  • Acts as an expert customer advocate.
  • Ensures smooth and clear handoff to/from internal teams.
  • Continuously partners with customers 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.
  • Engages key stakeholders to ensure adherence to standard operating procedures, policies, rules, and restrictions when resolving issues and communicating externally.
  • Identifies process improvement opportunities or plans.
  • Manages and communicates issue postmortem/root cause analysis, including resolution and any improvement plans, potentially globally.
  • Acts as an expert to customers in providing honest and empathetic support for CSM-managed escalations; escalates to GEM and functional teams as agreed.
  • Works cross-functionally to proactively engage internal colleagues to provide ongoing, timely updates and resolutions to the customer with support from management.
  • Provides globally consistent communication.
• Account Management & Retention
  • Involved in lead management of accounts in conjunction with sales and management, including support of order fulfillment 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 Reviews with bespoke content.
  • Project manages resolution of follow-up actions from CBRs/OBRs.
  • Drives expert customer satisfaction.
  • Supports complex customer projects independently and may lead others.

Requirements

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

Pay

The targeted pay range for this position in the following locations is:

• United States - Dallas Infomart Office (DAI): 130,000 - 196,000 USD / Annual
• United States - Ashburn Office (AEO): 144,000 - 216,000 USD / Annual
• Canada - Toronto Office (TRO): 138,000 - 208,000 CAD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. The targeted pay range listed reflects On-Target Earnings (OTE), which is base pay plus commissions, and does not include equity or benefits. Equity may be offered depending on the position.

Benefits

As an employee, you become important to Equinix’s success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected, and efficient. We keep them competitive within the current marketplace to ensure we’re providing you with the best package possible.

• Employee Assistance Program: An Employee Assistance program is available to all employees.
• US Benefits:
  • Insurance: You may enroll in health, life, disability, and voluntary plans designed for you and your eligible family members.
  • Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future.
  • Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits.
• Canada Core Benefits:
  • Insurance: You may enroll in healthcare coverage designed to complement the provincial healthcare system, along with life, disability, and optional benefit plans for you and your eligible family members.
  • Retirement: You may enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP), and Tax-Free Savings Plan (TFSA).
  • Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits.

Benefits are subject to change and may be subject to specific plan or program terms.