Overview
Senior Customer Success Analyst
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, sophisticated 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 accept 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.
Our customer service team is responsible for managing and supervising all services and demands in search of the customer´s happiness and retention.
What you’ll be doing
• Utilizes onboarding templates and checklists and uses judgment to make modifications to the standard during onboarding based on customers needs and project scope Uses the 3 Phase Methodology for onboarding:
• Phase 1 – Conducts pre-onboarding for key customers
• Phase 2 – Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
• Phase 3 – Continuous Follow-up: follows up with key customers
• Communicates optimally, able to translate internal processes to be able to set customer expectations. Communicates with developed skills in a way that allows the CSM to influence the customer and others.
• Able to connect with customers what other teams at Equinix do and how customers should utilize them
• Collects in depth information so that the experience is personalized
• Proficient in Equinix’s processes, policies and customer concern paths
• Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer’s goals
• Ability to articulate trends for this customer
• Able to utilize moderate inquiry (questioning) skills with the customer to better understand their business.
• Able to use prior information to inquire more deeply about the customer
• Develop, maintain and supervise progress of a Customer Success Plan
• Drive product and process adoption by understanding customer usage trends of key customers
• Able to articulate a moderate understanding of Equinix’s products (current and future) and provide customer education.
• Collect customer feedback, providing it to relevant teams to improve the customer experience
• Proactively identifies feedback trends across customers and drives process improvements for key accounts
• Proactively review product utilization and propose potential solutions for customers
• Partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
• Acts as a customer advocate
• Ensure smooth and clear handoff to/from internal teams
• Proactively contacts key customers to conduct pulse check (i.e. heath check)
• Accumulate, utilize and distribute standard methodologies
• Participate in customer projects, may lead cross functional teams for key customer projects
• Assess issue to validate, prioritize and progress accordingly
• Handle, document and raise visibility of critical issues as appropriate
• Engage key partners as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and presenting externally with support from management
• Identifies process improvement opportunities or plans while using what is already in place
• Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required
• Main point of contact for the customer providing transparent and empathetic support, for CSM issues. Raises 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
• Provides globally consistent communication
• Involved in managing accounts in conjunction with sales, including support of order fulfillment and other contractual obligations
• Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
• Leads delivery of regular Operational Survey Review for selected accounts
• Supports resolution of actions from CBRs and handles follow-up actions from OBRs
• Drives high customer happiness
• Able to support moderate customer projects independently and more sophisticated projects under supervision
What we’ll expect from you
• Experience in customer service or customer experience – preferred
• Bachelor’s degree preferred
• Fluent English required
What will be the difference if you have
• Experience in IT industry
Why Equinix
The opportunity to be part of the digital transformation in the world in a company that was elected by the employees as the best places to work by Glassdoor and it´s is GPTW for several consecutive years.
Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran, or status as a qualified individual with disability
