Customer Success Manager I
Equinix
Kowloon West
18天前

Customer Success Manager I

Job Summary : Supports smaller sized inside sales or field accounts on post sale support items issues and onboarding.

Responsibilities

The Customer Success Manager (CSM) position is pivotal in the delivery of services to a portfolio of Equinix customers. The CSM drives collaboration with customer and internal cross functional teams to manage customer implementations and meet customer requirements timely and efficiently.

The CSM also owns and manages a very broad range of account and service related customer questions, requests, and issues to resolution.

The CSM manages the on-going customer service relationship and serves as the primary point of contact through the customer lifecycle.

The CSM is the customer advocate, responsible for the overall satisfaction of customers.

Specific Expectations

The CSM is expected to work independently on most standard customer requests and issues. Due to the limited scope / complexity of the portfolio, complex or non-

standard requests and projects are not common and may require management guidance.

This position will be responsible for, but not limited to, the following specific duties :

  • Manages new and existing customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations.
  • Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues.
  • Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methodology.
  • Understands customers’ footprint and contractual agreements
  • Professionally interacts with customers, building strong relationships.
  • Educates and orients customers in Equinix policies and procedures and customer facing support and ordering systems.
  • Conducts customer meetings; may conduct Quarterly Business Reviews (conditional on CSM location.)
  • Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)
  • Develops and maintains expertise on Equinix products and services.
  • Participates in departmental projects, prioritizing and completing assigned activities.
  • Develops and builds strong relationships with Sales, Operations and other cross functional teams.
  • Supports Sales Team to eliminate their involvement in non-sales activities.
  • Demonstrates basic knowledge of IBXs.
  • Knowledge, Skills and Abilities

  • Highly organized, with attention to detail and a dedication to resolving issues.
  • Collaborative personality and able to build strong personal relationships.
  • Able to plan, manage and complete projects independently.
  • Technical knowledge and an understanding of the technical service industry.
  • Calm and effective under pressure. Able to remain professional in high stress situations.
  • Requires judgment and problem solving skills.
  • Excellent written and verbal English communication skills are essential.
  • Education / Certifications / Experience

  • Degree level qualification, preferably in a technical subject, or equivalent experience.
  • 2-3 years of experience in a high pressure, customer facing role.
  • Proven track record in building positive relationships with customers.
  • Experience in a technical industry; preferably telecommunications or data centers.
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