Customer Success Manager II

　　Customer Onboarding

　　• Utilizes onboarding templates and checklists and uses judgment within a moderate scope 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: Within a moderate scope, follows up with key customers

　　All Phases:

　　• Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed 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:

　　• Collects in depth information about the customer, so that the experience is personalized

　　• Proficient in Equinix's processes, policies and escalation paths

　　• Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals

　　• Able to articulate trends for this customer

　　• Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business.

　　• Able to use prior information to inquire more deeply about the customer

　　Adoption and Customer Success Management

　　• Develop, maintain and track progress of a Customer Success Plan within a moderate scope

　　• 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 key customers

　　General:

　　• For key customers only, 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 reaches out to customers to touch base (i.e. heath check) on key customers

　　• Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices

　　• Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

　　Issue and Escalation Management

　　• Assess issue/escalation to validate, prioritize and progress accordingly

　　• Manage, document and raise 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

　　• Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

　　General:

　　• Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates 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 within a moderate scope

　　• Provides globally 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 moderate 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

　　• Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

　　General:

　　• Drives high customer satisfaction

　　• Able to support moderate customer projects independently and more complex projects under supervision

　　Qualifications

　　• 3+ years experience preferred

　　• Bachelor's degree preferred

　　The 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