Customer Success Manager 1 at Equinix

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

10 May, 26

Salary

0.0

Posted On

10 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Onboarding, Communication, Customer Success Management, Issue Management, Escalation Management, Account Management, Customer Advocacy, Feedback Collection, Product Knowledge, Process Improvement, Team Collaboration, Customer Satisfaction, Problem Solving, Project Management, Data Tracking, Customer Engagement

Industry

Internet Publishing

Description

Who are we? Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our 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. Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages smaller sized accounts within a limited scope and receives support from management. Responsibilities Customer Onboarding · Utilizes routine onboarding templates and checklists and uses judgment within a limited 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 - Pre-Onboarding: May not conduct pre-onboarding, depending on location, the size of customer and the scope · Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers · Phase 3 - Continuous Follow-up: Within a limited scope, follows up with customers All Phases: · Communicates effectively, able to translate internal processes to be able to set customer expectations within a limited scope · Able to communicate with customers what other teams at Equinix do and how customers should utilize them General: · Collects routine information about the customer, so that the experience is personalized · Knows and can articulate basic Equinix process, policies and escalation paths · Post onboarding, follows up on routine actions and tasks · Able to utilize routine inquiry (questioning) skills with the customer in order to better understand their business Adoption and Customer Success Management · Develop, maintain and track progress of a Customer Success Plan within a limited scope · Review product and process adoption by understanding customer usage patterns · Able to articulate an understanding of Equinix's products (current and future) to educate customers on key concepts · Collects customer feedback, providing it to relevant teams to improve the Customer Experience · Reviews feedback trends across customers, and able to articulate behavioral differences · May proactively review product utilization and solicit potential solutions · May attend presale internal discussions to understand account potential General: · Acts as a customer advocate · Ensures smooth and clear handoff to/from internal teams · Aware of customer health for their key Customers · Accumulate and utilizes methods of best practices · Participates in cross functional teams for select customer projects within a limited scope Issue and Escalation Management · Assess issue/escalation to validate, prioritize and progress accordingly with support from management · Manage, document and raise visibility of critical escalations as appropriate with support from management · Engages 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 · Identify process improvement opportunity or plan · Participates in and/or collects issues post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from management 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 · Works to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management · 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 limited scope · Flags limited 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 limited 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 simple customer projects independently Qualifications · 0+ years experience preferred · Bachelor's degree preferred Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form. 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. We use artificial intelligence in our hiring process. Learn more here. Equal Employment Opportunity: 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. (US Applicants) Please click here to see the “Know Your Rights: Workplace Discrimination is Illegal” poster and supplement. Please click here to see our EEO Policy Statement. Please click here to see our Pay Transparency Policy Statement. Equinix participates in E-Verify. U.S. Citizenship and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. To learn more about the E-Verify program, please visit E-Verify. www.equinix.com/company/legal/careers-verify-participation/ www.equinix.com/company/legal/osc-right-to-work/ Accessibility and Accommodations: Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form. Equinix maintains a list of preferred recruiting agencies. If your company is not on our list, please do not contact us regarding our postings. Please also refrain from making contact with anyone outside of the company HR department. Privacy and Terms: We keep the information that you have provided us for the purpose of sending you career information you are likely to be interested in. By submitting your application you confirm that you agree to this purpose and our privacy & terms. You can unsubscribe at any time should you wish to stop receiving information from us.

Responsibilities

The Customer Success Manager will provide best-in-class support by evaluating customer loyalty and overseeing regional customers. Responsibilities include onboarding customers, managing account health, and ensuring smooth communication between internal teams and customers.