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.
Manages, trains, cross trains, develops, and motivates the team. Drafts budget proposals, provides status reports, internal/external customer and interdepartmental communications.
Supports customer account base up to and including high complexity and strategic global accounts
Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation, and problem solving
Monitors churn risk and proactively engages to reduce service-related churn within region or globally
Has a firm understanding of customer-contracted services
Supports/enables non-standard customer requirements independently
Proactively identifies trends with customers globally and methods to improve customer experience
Issue and Escalation Handling
Post-sale tactical issue resolution
Acts as point of contact with customer on executive escalations or issues independently
Prepares and delivers postmortem reviews when appropriate
Quarterly Business Review
Plays a role in delivery of QBR and QBR preparation
Identifies root cause and drives resolution on cross functional issues
Leads account team in developing customized QBR materials as appropriate
Project manages resolution of follow-up actions from quarterly business reviews
Service Improvement Plan
Produces regular customer service reports (as per contractual obligations)
Delivers and interprets reports to stakeholder teams such as CSM, Operations, Sales, etc
Engages customers when needing to clarify requests
Makes recommendations for which data points are most valuable to customers and stakeholders. Assists with customer interpretation of reports
Ad Hoc Reporting
Equinix is an Equal Employment Opportunity and, in the https://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.