Customer Success Advisor with French

2 tygodni temu

Warszawa, Mazovia, Polska Equinix Pełny etat

Who We Are

Equinix stands out as the leading digital infrastructure company worldwide, with a vast network of over 250 data centers across the globe. Digital innovators leverage Equinix's reliable platform to connect crucial infrastructure elements at the speed of software. Equinix empowers organizations to reach the right locations, partners, and opportunities to grow rapidly, accelerate digital service launches, deliver exceptional experiences, and enhance their value proposition, all while upholding sustainability objectives.

A position at Equinix guarantees involvement in impactful projects that shape the world, alongside abundant opportunities to acquire new skills and expand expertise in diverse areas. At Equinix, we value diverse perspectives and contributions, and are dedicated to fostering an inclusive work environment that aligns with our core values and bolsters our success.

Customer Success Advisor with French

Job Overview

The Global Customer Care and Experience (GCCX) team comprises various customer-focused functions, including Customer Success Managers (CSMs). As we continue to progress and adapt, with numerous transformative initiatives affecting processes, tools, and the global scope of roles and responsibilities, we are seeking a new CSM to join our team. The CSM plays a critical role in delivering services to a portfolio of Equinix clients. They collaborate with customers and internal cross-functional teams to address requirements promptly and effectively, overseeing an extensive range of customer inquiries, requests, and issues from inception to resolution.

The CSM 1 role typically involves managing a higher quantity of smaller accounts with a moderate scope. The CSM is expected to independently handle both standard and non-standard client requests and issues, with some managerial guidance.

Responsibilities

  • Facilitate customer onboarding and educate them on Equinix policies, procedures, customer support, and ordering systems
  • Develop and maintain expert knowledge of Equinix's products and services
  • Identify opportunities to address customer business needs using Equinix's products and services
  • Demonstrate proficiency in using systems, tools, processes, and functions
  • Collaborate across functions for new and existing customer installations to meet service delivery timelines
  • Enhance globally consistent customer experiences by identifying trends and suggesting solutions
  • Coordinate cross-functional resources to address customer requests
  • Create success plans by understanding customer objectives and goals
  • Manage and resolve various standard and non-standard customer requests and account issues
  • Conduct customer meetings to gather insights through meaningful discussions
  • Participate in Customer Business Reviews
  • Utilize cross-functional relationships to drive continuous enhancements effectively
  • Advocate for customers, finding a balance between their needs and business requirements
  • Identify risks, opportunities, and exercise sound judgment in escalating issues when necessary
  • Efficiently manage escalations and ensure proper tracking
  • Proactively identify patterns, themes, and trends contributing to negative customer experiences
  • Recognize when to develop and implement service improvement plans independently, collaborating across functions to enhance overall customer satisfaction
  • Stay attuned to customer needs and detect potential risks
  • May participate in projects and initiatives aimed at driving overall improvements

Qualifications

  • Strong written and verbal communication skills in English and French are mandatory
  • Bachelor's degree, preferably in a technical field, or equivalent experience
  • Minimum of 1 year in a similar CSM role
  • Experience in a demanding, customer-facing environment
  • Demonstrated success in building positive customer relationships
  • Background in a technical sector, such as IT, telecommunications, or data centers, is preferred
  • Collaborative nature with the ability to establish strong interpersonal connections
  • Exceptionally organized with meticulous attention to detail and a commitment to issue resolution
  • Calm and effective when under pressure, maintaining professionalism in high-stress scenarios
  • Capable of planning, executing, and managing high work volumes
  • Embraces change and adapts easily
  • Technical aptitude and comprehension of the technical service industry are advantageous
  • Ability to engage with internal and external stakeholders across all levels
  • Strong analytical, judgment, negotiation, and problem-solving skills
  • Flexibility in accepting innovative and unconventional solutions
  • Capable of training and mentoring others

Equinix is dedicated to promoting a fair employment process for all individuals, including those with disabilities. If you are a qualified candidate requiring assistance or accommodation, please inform us.

Equinix upholds Equal Employment Opportunity principles and, in the U.S., is an Affirmative Action employer. All eligible candidates will be considered for employment without discrimination based on race, color, religion, national or ethnic origin, ancestry, citizenship, gender, pregnancy/childbirth, medical conditions related to childbirth, sexual orientation, gender identity, marital or domestic partner status, age, veteran or military status, physical or mental disabilities, medical conditions, genetic information, political/organizational affiliation, status as a crime or abuse victim or family member, or any other protected status as required by law.

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