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About the Role

Equinix is seeking a Customer Success Manager to provide best-in-class support and ensure customer loyalty for global customers. This role involves executive-level customer management, handling complex global accounts, and acting as a senior point of contact. You will resolve complex issues, provide expert customer care, and proactively identify future customer needs and opportunities.

Responsibilities

• Manages customer onboarding and support for complex customers.
• Uses judgment to determine the best method of customer interaction during onboarding based on customer needs and project scope.
• May lead others on projects/implementations.
• Uses the 3 Phase Methodology for onboarding: Phase 1 - Conducts pre-onboarding; Phase 2 - Sets up, facilitates, and conducts kick-off meetings; Phase 3 - Proactively designs a regular cadence for continuous follow-up.
• Leads onboarding across multiple regions and in partnership with other CSMs.
• Communicates effectively, translating internal processes to set customer expectations within an advanced scope.
• Communicates with advanced skills to influence customers and others.
• Explains other Equinix teams' functions and how customers can utilize them.
• Interacts with cross-functional teams using advanced, wide-ranging skills, providing input at various stages.
• Collects in-depth information about global customers for personalized experiences.
• Understands customer strategic direction based on data collection.
• Acts as an expert in Equinix's processes, policies, and escalation paths.
• Understands regional process nuances.
• Follows up on post-onboarding actions and tasks, connecting them to customer goals.
• Articulates trending information across customers and projects.
• Utilizes inquiry skills to better understand customer businesses and identifies optimal timing and methods for asking questions.
• Generates questions for customers in the moment without pre-planning.
• Develops, maintains, and tracks progress of a Customer Success Plan for all customers.
• Drives product and process adoption by understanding global customer usage and trends.
• Articulates Equinix's products (current and future) using broad knowledge of concepts, practices, and procedures.
• Understands regional product differences.
• Collects and manages global customer feedback, developing proposed solutions for relevant teams.
• 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 presales discussions to assist and develop account growth.
• Acts as an expert customer advocate.
• Ensures smooth and clear handoffs to/from internal teams.
• Continuously partners with customers to understand business challenges.
• Develops and implements global best practices.
• May develop customer-specific best practices.
• Leads cross-functional teams for special customer projects and/or global accounts.
• 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.
• Identifies process improvement opportunities or plans.
• Manages and communicates issue postmortems/root cause analyses, including resolution and improvement plans.
• Acts as an expert 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 for timely updates and resolutions.
• Provides globally consistent communication.
• Involved in lead management of accounts in conjunction with sales and management, including support of order fulfillment and contractual obligations.
• Identifies churn risks through deeper customer engagement and works proactively with sales and management to reduce churn.
• Manages delivery of regular Operational Survey Reviews with bespoke content.
• Projects the 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.

Skills

• Customer Onboarding
• Customer Support
• Customer Loyalty
• Executive Level Customer Management
• Issue Resolution
• Customer Advocacy
• Cross-functional Team Interaction
• Data Collection and Analysis
• Process Improvement
• Product Knowledge
• Account Management
• Churn Reduction
• Project Management
• Communication Skills
• Inquiry Skills

Location

• United States - New York City Office NYO1

Work Type

• Full-time

Experience Level

• 8+ years of related experience

Education Level

• Bachelor's degree preferred

Salary/Compensations

• $144,000 - $216,000 USD / Annual

Benefits

• Employee Assistance Program
• Health Insurance
• Life Insurance
• Disability Insurance
• Voluntary Plans
• Retirement Plan (Employee and Company Contributions)
• Paid Time Off (PTO)
• Paid Holidays

About the Company

• Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable innovations.
• A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.
• A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact.
• You’ll work across teams, influence key decisions, and help shape the path forward.
• You’ll find belonging, purpose, and a team that welcomes you.

Equal Opportunity

• Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.
• Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.
• All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
• Equinix participates in E-Verify.