• Onboard / Educate customers to leverage Equinix policies and procedures, customer facing support and ordering systems

• Develop and maintain expertise on Equinix’s products and services

• Identify opportunities to solve customer business requirements by leveraging Equinix’s products & services

• Demonstrate proper use of systems, tools, processes and functions

• Work cross functionally on new and existing customer installations to deliver services in the agreed upon timeframe

• Identify opportunities to drive and support a globally consistent customer experience

• Identify trends and propose solutions

• Orchestrate cross functional resources to solve customer requests

• Capture success plans through understanding customer’s goals and objectives

• Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues

• Conduct customer meetings and gather insight by driving meaningful dialogue

• Participate in Customer Business Reviews

• Understand the value of cross functional relationships and leverage them in the right way to drive ongoing improvements

• Act as the customer advocate with thoughtful and creative balance between customer and business needs

• Identify risk, opportunity and use good judgment for when to raise visibility

• Able to properly manage escalations and track appropriately

• Has foresight to identify patterns/themes/trends that contribute to a negative customer experience

• Independently identify when to develop and implement service improvement plans – drive cross functionally to improve the overall customer experience

• Keep pulse of the customer and identify risk

• May participate in projects and initiatives that drive overall improvements

Qualifications

• Degree level qualification, preferably in a technical subject, or equivalent experience

• Minimum of 3 years in a CSM equivalent role

• Experience in a high pressure, customer facing role

• Proven track record in building positive relationships with customers

• Experience in a technical industry; preferably IT, telecommunications or data centers

• Collaborative personality and able to build strong personal relationships

• Highly organized, with attention to detail and a dedication to resolving issues

• Calm and effective under pressure; Able to remain professionalism in high stress situations

• Able to plan, execute and manage high volumes of work

• Embraces change

• 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

• Flexible attitude in accepting unique and non-standard solutions

• Able to train and/or mentor others

• Must be able to travel both domestically and internationally