Job Summary
- Provide best in class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned experienced professional with a full understanding of the area of specialization while working on problems within a diverse scope.
Responsibilities
Customer Onboarding
- Utilizes diverse judgement to determine the best method of interacting with customers during onboarding based on customer needs and project scope
Uses the 3 Phase Methodology for onboarding:
- Phase 1 – Conducts pre-onboarding for all customers
- Phase 2 – Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for all customers
- Phase 3 – Continuous Follow-up: Proactively designs a regular cadence with customers to understand how the customer is doing
May lead onboarding across multiple regions in partnership with other CSMs
All Phases:
- Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with specialized 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:
- May interact with cross functional teams as input to the various stages
- Is skilled in collecting in depth information about key customer so that the experience can be personalized and understand where the customer is heading strategically
- Is a seasoned professional skilled in Equinix’s processes, policies and escalation paths. Understands some nuances between regional processes
- Post onboarding, follows up on actions and tasks and understand how these tasks connect to customer’s goals
- Able to articulate trends for this customer as well as across multiple customers
- Able to utilize inquiry (questioning) skills with the customer in order to better understand their business. Able to know the best timing and method for asking questions. Able to generate questions for customer in the moment without requiring any pre-planning
Adoption and Customer Success Management
- Develops, maintains and tracks the progress of a Customer Success Plan (for all customers) within a diverse scope
- Drives product and process adoption by understanding customer usage trends for key customers
- Able to articulate a diverse understanding of Equinix’s products (current and future) to provide customer education on concepts, practices and procedures
- Collects and manages customer feedback, providing the information to relevant teams to improve the customer experience
- Proactively identifies feedback trends across customers and drives process improvements
- Proactively reviews product utilization and proposes potential solutions
General:
- Partners with the account team for presale discussion to facilitate account growth, and gain insight and understanding of customer
- Acts as a seasoned customer advocate
- Ensures a smooth and clear handoff to/from internal teams
- Proactively reaches out to customers to touch base (i.e. health check)
- Develops and implements methods of best practices
- Leads cross functional teams for special customer projects. May perform for global accounts
Issue and Escalation Management
- Assess issue/escalation to validate, prioritize and progress accordingly
- Manages, documents and raises 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
- Manage and communicate appropriately issue postmortem/root cause analysis to include resolution and any improvement plans using established process when required with support from management, potentially globally
General:
- Is the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate 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 with support from management
- Provides global 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 diverse 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
- Project manages resolution of follow-up actions from CBRs/OBRs
General:
- Drives high customer satisfaction
- Able to support diverse customer projects independently
Qualifications
- 5+ years’ experience required
- Bachelor’s degree preferred
