Customer Success Manager

Equinix is the world’s digital infrastructure company, operating 200+ 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 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five 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.

**Customer Success Manager CSM (M/F/d)**

The Customer Success Manager (CSM) position is pivotal in the delivery of services to a portfolio of Equinix clients. He/She drives collaboration with clients and internal cross functional teams to manage costumer implementations and meet client requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service related client questions, requests, and issues to resolution.
The CSM manages the on-going customer service relationship and serves as the primary point of contact through the client life cycle.

**Responsibilities**
- Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon time frame and according to client expectations. 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. Proposes and develops solutions cross functionally to solve non-standard client requests.
- Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology.
- Understands clients’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to.
- Collaborates with existing clients to gather and understand clients’ requirements for add-on services and independently takes action from opportunity to fulfilment.
- Professionally interacts with clients, building strong relationships across various levels and disciplines within the portfolio of accounts.
- Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems.
- Conducts client meetings and Quarterly Business Reviews. Responsible for preparing customized presentation material as required by clients and account team.
- Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments.
- Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.).
- Designated Subject Matter Expert for assigned departmental processes.
- Develops and maintains expertise on Equinix products and services.
- Participates in departmental special projects and cross functional initiatives with mínimal direction and support.
- Develops and builds strong relationships with Sales, Operations and other cross functional teams.
- Supports Sales Team to eliminate their involvement in non-sales activities.
- Demonstrates knowledge of IBXs including tour certifications as appropriate.
- Collaborates with Marketing to identify potential clients for case studies for Equinix.
- Provide guidance and mentoring to newer, less experienced CSMs.

**Requirements**:

- Education and Experience_
- Several years relevant industry experience, C-Level/executive business sales experience and enterprise knowledge results
- Proficient at planning and executing account strategies and maintaining effective long-term business relationships at the senior level with key decision makers.
- In depth knowledge of key segment trends specific to clients business and industry.
- Strong knowledge and experience of sales methodologies.
- Knowledge, Skills, and Abilities_
- Success driven self-starter with a self-motivational can do spirit and strong business attitude.
- Collaborative personality and able to build strong personal relationships.
- Highly organized, with attention to detail and a dedication to resolving issues.
- Calm and effective under pressure. Able to remain professional in high stress situations.
- Technical aptitude and understanding of the technical service industry preferred.
- Int