Technical Account Manager 2 (TAM Staff)

　　Equinix is the world's digital infrastructure company, operating 250 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 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six 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.

　　Job Summary

　　The Technical Account Manager (TAM) Staff (Specialist level) is a seasoned experienced professional that provides on-going technical customer account support while working on problems within a diverse scope. Focused on mid/large strategic customer accounts to ensure the investment value of Equinix services. Onboards and advises customers during installations and configurations, engages managed service offerings, trains customers on technical product topics (including new features and capabilities) and serves as a seasoned technical advocate for assigned customer accounts. Receives little instruction on new assignments.

　　Responsibilities

　　Adoption and Implementation

　　Uses advanced technical experience to understand the customers needs and resolves wide-ranged customer business challenges, as they relate to their technical environment and their usage of Equinix product and servicesProvides advanced support to key account customers on technical design details, technical guidance, and supports the deployment and configuration of Equinix digital productsProvides technical implementation support to customers in implementing advanced technical solutions and/or productsOnboards and advises mid/large key customer clients during installation and configuration process; engages managed service offerings and partners with customers to revolve advanced technical issues

　　Advocacy and Support

　　Serves as an advanced advisor on mid/large sized customers on supporting wide-ranged technical customer matters, such as: when and how to consider expanding their platform, how to adopt new features, and when to upgrade software and/or hardwareProvides advanced onboarding support and advises clients during installations and configurations; engages managed services offerings, and partners with customers on how to approach and resolve a wide-range of business needsHosts trainings to customers on advanced technical product topics, including new design features and capabilitiesMonitors communications between the customers, Equinix and partners to resolve the customer's advanced infrastructure matters

　　Solution Review and Consultancy

　　Advises the customer on wide-ranged advanced technical matters, such as: when to consider expanding their platform, how to adopt to new features, and when to upgrade software and/or hardwareServes as a primary focal point for expert technical questions, ideas, and issuesMonitors advanced customer environments and establishes metrics to assist with the development of recommendations to improve performance of resolving advanced integrated systems and infrastructureProvides expert level assessments to meet customer objectives and business requirements by creating a implementation roadmap and milestone/Key Performance Indications (KPIs)

　　Engagement and Learning

　　Shares knowledge and best practices with customers on advanced technical mattersConducts expert design demonstrations and reviews of Equinix virtual products for large key customer account(s)Hosts customer training and learning sessions on design usage

　　Best Practice Development

　　Creates and contributes to collective knowledge base by adding articles, for advanced internal processes, troubleshooting, and customer facing documentationCollaborates across teams, including: GCCX, Sales, Product and Operations to create, refine and implement TAM business support processesGathers customer feedback and translates needs into effective recommendations for product organization

　　Collaboration / Communication

　　Assists account teams in efforts to maintain existing customer relationships and identify new opportunitiesProactively manages advanced level customer situationsCoordinates actions of the team to ensure customers and internal stakeholders have the information required to make decisions to resolve advanced issues quickly and ensure customers are receiving value from their platform and driving adoptionCollaborates and communicates with multiple internal teams to ensure advanced customer support resolutionActively contributes to a positive team culture

　　Subject Matter Expertise

　　Demonstrates advanced knowledge of Equinix virtual products to design, build, and troubleshoot complex design customer deploymentsArticulates expert level knowledge of Equinix products and technical domains including: networking, security, cloud, data science, compute, application development, and enterprise applications

　　Relationship Management

　　Builds strong working relationships with technical counterparts while supporting advanced customer accounts in their use of Equinix digital productsDedicated to support mid/large customers consuming an advanced amount of virtual products

　　Qualifications

　　Proven years of professional experience, Bachelor's degree or equivalent experience

　　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.

　　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.