Senior Manager, UK Customer Success Team

Senior Manager, UK Customer Success Team

The Global Customer Care and Experience (GCCX) organization is made up of several customer facing and non-customer facing functions to include Customer Success Managers (CSMs).  We continue to grow and evolve to include many change initiatives impacting processes, tools and globalization of roles and responsibilities.

To ensure continued success, we are looking to hire a Senior Manager to lead our London metropolitan based CSM Team.

To be successful in this role you will have proven experience in Customer Success and Leadership where you have excelled at being proactive, engaged in transformation and have a solution focused mindset. Strategy and opportunity excites you along with leading teams to provide a first class customer experience.

The Senior Manager, CSM position is pivotal in the delivery of services to a portfolio of Equinix customers. The Senior Manager CSM drives collaboration with customers and internal cross functional teams to manage requirements timely and efficiently. The CSM also owns and manages a very broad range of account and service related customer questions, requests, and issues to resolution.

Responsibilities:

People Management

• Develops strategy and ensures alignment of the CSM team
• Hires, onboards and leads team of CSM's to support our customers
• Leads cross-functional teams that help drive improvements for the efficiency and strategy of the Customer Care Org and our customers
• Acts as cross-functional leader for other Customer Care support roles (CPM’s, GSD, etc.)
• Develops team of CSM’s to support our customers reactively and proactively in the scope of the CSM role
• Provides leadership, coaching and development to team

Collaboration

• Develops and builds relationships at a managerial level with Segment/ Regional/Country/Global Leaders, Sales, IBX Management, Operations and other cross-functional teams to raise awareness and drive resolution of customer-impacting issues

Project Management

• Manages special projects and designates work to team
• Monitors project scope, and progress

Customer Management

• Serves as escalation point internally and externally for complex issues
• Evaluates special terms and conditions and makes recommendations
• Keeps pulse of customers

Account Alignment

• Manages account distribution and alignment to include alignment with Customers, Sales, Geography, Tier
• Manages workload balancing across team to achieve efficiency in driving customer satisfaction

Service Improvement

• Participates in/leads stakeholders in service improvement initiatives
• Defines and delivers policies and procedures, proactively seeking continuous improvement
• Resource Management (people, finances etc.)
• Ensures KPI's are in place for the team which are appropriate for the needs of the function and its stakeholders
• Accountable for resource planning (people, budgets, etc.) across the team

Qualifications

• Proven professional experience with strong experience in a managerial capacity
• Strong leadership skills are essential
• Experience in a high pressure, customer facing role
• Proven track record in building positive relationships with clients
• Experience in a technical industry; preferably IT, telecommunications or data centers
• Collaborative personality and able to build strong personal relationships across many teams
• 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
• Embraces change and lead transformation
• Excellent written and verbal English communication skills are essential
• Technical aptitude and understanding of the technical service industry preferred
• Able to interact with all levels of internal and external clients
• Requires strong analysis, judgment, negotiation and problem-solving skills
• Able to train and/or mentor others
• Must be able to travel both domestically and internationally as needed

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability. 
 

We look forward to meeting you!