Customer Success Manager 2 - Equinix
Ashburn, VA
About the Job
Who are we?
Equinix is the world’s digital infrastructure company®, operating over 250 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.
Customer Success Manager 2
Job Summary
Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.
Responsibilities
Supports field accounts or small to medium accounts in market/country revenue including new logos - typically 50K MRR or less per account
Supports customer accounts
Acts as a customer advocate
Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
Engages customer to reduce service-related churn risk within region with minimal direction from leadership
Supports/enables non-standard customer requirements
Proactively identifies trends with Customer in region and methods to improve Customer experience
Onboards up to medium size Customer new logos and non-strategic customers independently
Utilizes standard onboarding templates and checklists and uses some discernment to make modifications to the standard during onboarding based on customers needs and project scope
Able to support projects/implementations independently
Involved in regional Account team planning and coordination
Post-sale issue resolution
Acts as point of contact with customer on escalations or issues independently
Tactical preparation and delivery of post-mortem reviews when appropriate
Plays a role in delivery of CBR and CBR preparation
Utilizes standard QBR offering with minimal customization
Project manages resolution of follow up actions from CBRs
Manages and delivers on a service improvement plan
Coordinates cross-regional customer needs without mentorship
Qualifications
1+ years experience preferred
Bachelor's degree preferred
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.
At Equinix, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office.
The United States targeted pay range for this position in the following location is / locations are:• San Francisco, CA / Bay Area: $69,000 to $107,000 per year• California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $63,000 to $98,000 per year• Colorado, Nevada, Rhode Island: $57,000 to $89,000 per yearOur pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.As an employee, you become important to Equinix’s success. Details about our company benefits can be found at the following link:USA Benefits eBook
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.