Job Description

Customer Service Manager - Global Accounts

Equinix is the world\xe2\x80\x99s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

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

The Customer Service Manager, Global Accounts position is pivotal in the delivery of services to a portfolio of Equinix clients. The CSM GAM drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently. The CSM GAM also owns and manages a very broad range of account and service related client questions, requests, and issues to resolution.

The CSM GAM manages the on-going customer service relationship and serves as the primary point of contact through the client lifecycle. The CSM GAM is the client advocate, responsible for the overall satisfaction of clients.

The CSM GAM is also instrumental in offering guidance and mentoring to newer, less experienced CSMs.

The portfolio of clients for the CSM GAM position is generally strategic in nature, very large in scope/complexity, with a strong global presence. The CSM GAM is expected to work independently and cross functionally on all complex client requests and issues with minimal management guidance needed.

Responsibilities

Involved in and may lead Customer Care planning and coordination on strategic accounts

Serve as escalation point both internally and externally on complex requests independently

Build and maintain trusting relationships with both customers and cross functional teams, to drive customer success

Act as the voice of the customer by listening to and sharing customer feedback, and reporting opportunities to the relevant internal stakeholders

Drive high customer satisfaction and reduce churn by providing a globally consistent customer experience

Educate and guide customers in the use of Equinix tools, processes, and policies

Proactively and reactively identify trends within customer experience, and collaborate with cross-functional teams independently to drive improvement

Own highly complex projects and non-standard requests to resolution

Own the creation, management, delivery and action item resolution of bespoke customer business reviews, post-mortem reviews, success plans, and service improvement plans, when appropriate

Use analysis, judgement, negotiation, and problem-solving skills to provide the right solution to a wide range of customer requirements

Qualifications

Proven years of experience preferred in a CSM equivalent role, preferably in IT, telecommunications, or data centers

Knowledge of networking, virtualization and cloud technology is a plus

Experience in supporting customers with adoption of digital products and services

Partnering with Account teams on expansion opportunities of the existing customer install base

Experience in a rapidly changing and evolving organization, in a customer facing role

Calm and effective under pressure; able to remain professional in high stress situations

Able to interact with all levels of internal and external clients

Able to travel domestically

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you.

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.

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