Who are we?
Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts 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.
Job Summary
We have an exciting opportunity to join our Global Customer Care and Experience (GCCX) team as one of our Customer Service Managers (CSMs)! Taking care of complex and strategic global accounts, we are looking for a dedicated and highly experienced Customer Success Manager to join our team based in Frankfurt, to provide post-sales support and build positive relationships with our clients. The CSM position is pivotal in the delivery of services to a portfolio of Equinix clients so ideally, you will be someone who can project manage alongside resolving complex issues for our customers. This role will have you owning and managing a very broad range of account and service related client questions, requests, and issues to resolution, in addition to being a primary point of contact for a number of key strategic accounts.
As an experienced CSM, this role will also be instrumental in offering guidance and expertise to the wider CSM team and collaborate effectively with key global stakeholders, working independently and cross functionally, the right candidate requires a high level of analysis, judgement, negotiation and problem solving skills. If you are an experienced CSM, adept at high volume multi-tasking, calm under pressure, working with all levels and an expert communicator, then apply to join our team!
Responsibilities
Supporting Strategic HQ’d German 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 and successes
Develops and maintains expertise on Equinix products and services and demonstrates knowledge of data centres 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
Qualifications
Fluent in German and English required
Degree level qualification, preferably in a technical subject, or equivalent experience
Excellent written and verbal communication skills are essential
Proven solid years of experience in a CSM equivalent role
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 centres
Must be able to travel both domestically and internationally
Our offer
Employment in a stable company with an established position in the market
Possibility to work within fast growing world’s 500 Fortune digital infrastructure company
Challenging job in a dynamic, professional, international and multicultural environment
Possibility to participate in company sponsored trainings package
Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention
Paid employee referral program
Opportunity to work in supportive, inclusive environment with People-Centric Culture
Competitive salary and yearly bonus as well as a well-defined career path shaped to the individuals career focus & priorities
Attractive benefits package
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
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.
