Managed Svcs Service Manager III

Responsibilities

• Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.
• Supports customer account base up to and including high complexity and strategic global accounts
• Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving
• Maintains customer relationships and monitors churn risk proactively engaging to reduce service-related churn within region or globally
• Serves as the primary point of contact for customers on executive escalations or issues
• Prepares and delivers post-mortem reviews when appropriate
• Delivers quarterly business reviews (QBR) and prepares QBR materials as needed
• Manages follow-up actions from QBRs
• Develops, manages, and delivers a service improvement plan
• Downloads and creates pre-defined reports according to a defined schedule
• Delivers reports to stakeholder groups and answers questions pertaining to the report
• Clarifies client requests and makes recommendations for data exploration
• Creates complex ad hoc reports using insights from data exploration to build comprehensive reports with visualizations and insights
• Prepares contract documents for execution, provides inputs to legal if necessary, and resolves standard contractual claims and disputes

Qualifications

• Experience managing customer accounts, particularly in a managed services environment
• Proven ability to resolve complex issues and negotiate solutions
• Strong communication and interpersonal skills
• Ability to manage multiple priorities and deadlines
• Knowledge of industry standards and practices
• Experience with data analysis and reporting tools
• Understanding of contract management and legal compliance

Benefits

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

• United States - Tampa Office: $80,000 - $120,000 USD / Annual
• United States - MI1 Miami: $80,000 - $120,000 USD / Annual
• United States - MI2 Miami: $80,000 - $120,000 USD / Annual

Equinix Benefits:

• Employee Assistance Program
• Insurance: Health, life, disability, and voluntary plans
• Retailer: Retirement plan
• Paid Time Off (PTO) and Paid Holidays

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

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