Customer Success Manager 2 - Dallas, TX

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Equinix is the world's digital infrastructure company , operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Job Summary

Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.

Responsibilities

Customer Onboarding

Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope

Uses the 3 Phase Methodology for onboarding

Phase 1 - Conducts pre-onboarding for key customers

Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers

Phase 3 - Continuous Follow-up: Within a moderate scope, follows up with key customers

All Phases

Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.

Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General

Collects in depth information about the customer, so that the experience is personalized

Proficient in Equinix's processes, policies and escalation paths

Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals

Able to articulate trends for this customer

Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business.

Able to use prior information to inquire more deeply about the customer

Adoption and Customer Success Management

Develop, maintain and track progress of a Customer Success Plan within a moderate scope

Drive product and process adoption by understanding customer usage trends of key customers

Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education.

Collect customer feedback, providing it to relevant teams to improve the customer experience

Proactively identifies feedback trends across customers and drives process improvements for key accounts

Proactively review product utilization and propose potential solutions for key customers

General

For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer

Acts as a customer advocate

Ensure smooth and clear handoff to/from internal teams

Proactively reaches out to customers to touch base (i.e. heath check) on key customers

Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices

Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

Issue and Escalation Management

Assess issue/escalation to validate, prioritize and progress accordingly

Manage, document and raise visibility of critical escalations as appropriate

Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management

Identifies process improvement opportunities or plans while leveraging what is already in place

Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

General:

Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed

Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope

Provides globally consistent communication

Account Management & Retention

Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope

Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn

Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope

Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

General

Drives high customer satisfaction

Able to support moderate customer projects independently and more complex projects under supervision