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About the Role

An exciting opportunity to join our Customer Success Team, providing best-in-class support to global customers through executive-level management and self-directed engagement. This role manages complex global accounts, acts as a senior point of contact, and resolves intricate issues while proactively understanding and shaping future customer needs.

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.
• Leads projects/implementations and may guide others.
• Utilizes the 3 Phase Methodology for onboarding: pre-onboarding, kick-off meetings, and continuous follow-up.
• 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 customers about other Equinix teams' functions and how customers can utilize them.
• Interacts with cross-functional teams, providing input at various stages.
• Collects in-depth, personalized global customer information to understand strategic direction.
• Serves as an expert in Equinix's processes, policies, and escalation paths, understanding regional nuances.
• Follows up on post-onboarding actions and tasks, connecting them to customer goals.
• Articulates trending insights across customers and projects.
• Utilizes inquiry skills to understand customer businesses and identify optimal question timing and methods.
• Generates questions for customers in real-time without pre-planning.
• Develops, maintains, and tracks progress of a Customer Success Plan for all customers, expertly managing single plans across multiple regions for global customers.
• Drives product and process adoption by understanding global customer usage and trends.
• Articulates Equinix's current and future products, applying broad knowledge of concepts, practices, and procedures.
• Understands regional product differences.
• Collects and manages global customer feedback, proposing solutions to relevant teams to improve 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 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, potentially creating 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.
• Engages key stakeholders to ensure adherence to standard operating procedures, policies, and rules when resolving issues and communicating externally.
• Identifies process improvement opportunities or plans.
• Manages and communicates issue postmortems/root cause analyses, including resolution and improvement plans.
• 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 for timely updates and resolutions.
• Provides globally consistent communication.
• Involved in lead management of accounts with sales and management, supporting 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

• Advanced experience to resolve complex issues
• Expert care-taking of external customers
• Advanced skills in communication
• Advanced wide-ranged skills for cross-functional interaction
• Expert in Equinix's processes, policies and escalation paths
• Inquiry (questioning) skills
• Broad knowledge of concepts, practices and procedures
• Expert customer advocate
• Expert customer satisfaction

Location

• United States - Dallas Infomart Office DAI
• United States - Ashburn Office AEO
• Canada - Toronto Office TRO

Work Type

• Full-time

Experience Level

• 8+ years of related experience

Education Level

• Bachelor's degree preferred

Salary/Compensations

• 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

Benefits

• Employee Assistance Program
• US Benefits: Insurance (health, life, disability, voluntary), Retirement plan contributions, Paid Time Off (PTO) and Paid Holidays
• Canada Core Benefits: Insurance (healthcare, life, disability, optional), Retirement or savings plans (DCPP, RRSP, TSFA), Vacation and Personal Time, Paid Holidays

About the Company

• Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable innovations that enrich work, life and planet.
• 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—because when you feel valued, you’re empowered to do your best work.

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.