WHO ARE WE?

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.
We have an exciting opportunity to join our Global Customer Care and Experience (GCCX) team as one of our Customer Service Managers (CSMs)! Taking care of complex and strategic global accounts, we are looking for a dedicated and highly experienced Customer Success Manager to join our team based in Frankfurt, to provide post-sales support and build positive relationships with our clients. The CSM position is pivotal in the delivery of services to a portfolio of Equinix clients so ideally, you will be someone who can project manage alongside resolving complex issues for our customers. This role will have you owning and managing a very broad range of account and service related client questions, requests, and issues to resolution, in addition to being a primary point of contact for a number of key strategic accounts.
As an experienced CSM, this role will also be instrumental in offering guidance and expertise to the wider CSM team and collaborate effectively with key global stakeholders, working independently and cross functionally, the right candidate requires a high level of analysis, judgement, negotiation and problem solving skills. If you are an experienced CSM, adept at high volume multi-tasking, calm under pressure, working with all levels and an expert communicator, then apply to join our team!

QUALIFICATIONS AND SKILLS

• Fluent in German and English required
• Degree level qualification, preferably in a technical subject, or equivalent experience
• Excellent written and verbal communication skills are essential
• Proven solid years of experience in a CSM equivalent role
• Experience in a high pressure, customer facing role
• Proven track record in building positive relationships with clients
• Experience in a technical industry; preferably IT, telecommunications or data centres
• Must be able to travel both domestically and internationally

• Supporting Strategic HQ’d German accounts – large MRR and multi-country deployments
• Manages new and existing complex client installations, working cross functionally to deliver services
• Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation
• Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues
• Independently proposes, develops and leads cross functional solutions to solve highly complex or non-standard client requests with minimal guidance
• Understands clients’ global footprint and contractual agreements
• Promotes and ensures contract adherence
• Collaborates with existing clients to gather and understand clients’ requirements for add-on services
• Professionally interacts with clients, building strong relationships
• Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems
• Conducts client meetings and Quarterly Business Reviews, preparing reports and presentations as needed
• Provides international project management leadership
• Creates and presents executive summaries at the end of each client project highlighting key contributors, lessons learned and applied and successes
• Develops and maintains expertise on Equinix products and services and demonstrates knowledge of data centres including tour certifications as appropriate
• Develops and builds strong relationships with Sales, Operations and other cross functional teams
• Collaborates with Marketing to identify potential clients for case studies for Equinix
• Provides client representation and participation on advisory boards and internal corporate initiatives that may impact clients
• Provides coverage for Manager when required
• Able to mentor, guide and escalate items for CSMs on Manager’s behalf