Junior Customer Success Analyst

rket/country revenue including new logos - typically 25K MRR or less per account

• Number of accounts supported are typically under 25 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higher

Account Support

• Supports customer accounts

• Acts as a customer advocate

• Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving

• Engages customer to reduce service-related churn risk within region with minimal direction from leadership

• Supports/enables non-standard customer requirements

• Proactively identifies trends with Customer in region and methods to improve Customer experience

Onboarding/Implementation Project Coordination

• Onboards up to medium size Customer new logos and non-strategic customers independently

• Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope

• Able to support projects/implementations independently

• Involved in regional Account team planning and coordination

Issue and Escalation Handling

• Post-sale tactical issue resolution

• Acts as point of contact with customer on escalations or issues independently

• Tactical preparation and delivery of post mortem reviews when appropriate

Quarterly Business Review

• Plays a role in delivery of QBR and QBR preparation

• Utilizes standard QBR offering with minimal customization

• Project manages resolution of follow up actions from QBR's

Service Improvement Plan

• Manages and delivers on a service improvement plan

Global Account Leadership

• Coordinates cross-regional customer needs without guidance

Qualifications

• Intermediate English

• Bachelor's degree preferred

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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.