Senior Customer Success Manager

4 tygodni temu

Warszawa, Mazovia, Polska Equinix Pełny etat

About the Role

We are seeking a highly experienced Customer Success Manager to join our Global Customer Care and Experience team. As a key member of our team, you will be responsible for providing post-sales support and building positive relationships with our clients. This role will have you owning and managing a broad range of account and service-related client questions, requests, and issues to resolution.

Responsibilities

  • Supporting GAM accounts – large MRR and multi-country deployments
  • Manages new and existing complex client installations, working cross-functionally to deliver services
  • Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation
  • Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues
  • Independently proposes, develops, and leads cross-functional solutions to solve highly complex or non-standard client requests with minimal guidance
  • Understands clients' global footprint and contractual agreements
  • Promotes and ensures contract adherence
  • Collaborates with existing clients to gather and understand clients' requirements for add-on services
  • Professionally interacts with clients, building strong relationships
  • Educates and orients clients in Equinix policies and procedures and client-facing support and ordering systems
  • Conducts client meetings and Quarterly Business Reviews, preparing reports and presentations as needed
  • Provides international project management leadership
  • Creates and presents executive summaries at the end of each client project highlighting key contributors, lessons learned, and applied successes
  • Develops and maintains expertise on Equinix products and services and demonstrates knowledge of data centers, including tour certifications as appropriate
  • Develops and builds strong relationships with Sales, Operations, and other cross-functional teams
  • Collaborates with Marketing to identify potential clients for case studies for Equinix
  • Provides client representation and participation on advisory boards and internal corporate initiatives that may impact clients
  • Provides coverage for Manager when required
  • Able to mentor, guide, and escalate items for CSMs on Manager's behalf

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