Equinix is the world’s digital infrastructure company, operating 240+ 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 2,100 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.
The Client Success Manager (CSM) position is pivotal in the delivery of services to a portfolio of Equinix clients. The CSM drives collaboration with client and internal cross functional teams to manage client 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 lifecycle. The CSM is the client advocate, responsible for the overall satisfaction of clients. The CSM may also provide guidance and mentoring to newer, less experienced CSMs.
The portfolio of customer for the CSM position is generally smaller in scope/complexity and global involvement is infrequent. The CSM is expected to work independently on most standard customer requests and issues. Due to the limited scope/complexity of the portfolio, complex or non-standard requests and projects are not common and may require management guidance.
This position will be responsible for, but not limited to, the following specific duties:
Manages new and existing customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations.
Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues.
Responsible for customer satisfaction for a portfolio of customer measured via customer surveys and other methodology.
Understands customers’ footprint and contractual agreements
Professionally interacts with customer, building strong relationships.
Educates and orients customer in Equinix policies and procedures and customer facing support and ordering systems.
Conducts customer meetings; may conduct Customer Business Reviews (conditional on CSM location.)
Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)
Develops and maintains expertise on Equinix products and services.
Participates in departmental projects, prioritizing and completing assigned activities.
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 basic knowledge of Data Centers.
Very strong written and verbal English and French
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.
Able to plan, execute and manage high volumes of work.
Requires judgment and problem solving skills.
Technical aptitude and broad understanding of the technical service industry preferred.
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Please provide your contact information and let us know how we can assist you.
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.
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