Customer Success Manager

3 weeks ago

Toronto, Canada Equinix Full time

Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.

**Responsibilities**

**Customer Onboarding**
- Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope

Uses the 3 Phase Methodology for onboarding:

- Phase 1 - Conducts pre-onboarding for key customers
- Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
- Phase 3 - Continuous Follow-up: Within a moderate scope, follows up with key customers

All Phases:

- Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.
- Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General:

- Collects in depth information about the customer, so that the experience is personalized
- Proficient in Equinix's processes, policies and escalation paths
- Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals
- Able to articulate trends for this customer
- Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business.
- Able to use prior information to inquire more deeply about the customer

**Adoption and Customer Success Management**
- Develop, maintain and track progress of a Customer Success Plan within a moderate scope
- Drive product and process adoption by understanding customer usage trends of key customers
- Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education.
- Collect customer feedback, providing it to relevant teams to improve the customer experience
- Proactively identifies feedback trends across customers and drives process improvements for key accounts
- Proactively review product utilization and propose potential solutions for key customers

General:

- For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
- Acts as a customer advocate
- Ensure smooth and clear handoff to/from internal teams
- Proactively reaches out to customers to touch base (i.e. heath check) on key customers
- Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices
- Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

**Issue and Escalation Management**
- Assess issue/escalation to validate, prioritize and progress accordingly
- Manage, document and raise visibility of critical escalations as appropriate
- Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management
- Identifies process improvement opportunities or plans while leveraging what is already in place
- Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

General:

- Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
- Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope
- Provides globally consistent communication

**Account Management & Retention**
- Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope
- Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
- Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
- Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

General:

- Drives high customer satisfaction
- Able to support moderate customer projects independently and more complex projects under supervision

**Qualifications**
- 3+ years experience preferred
- Bachelor's degree preferred

**Responsable du Succès Client**
- Apporter le meilleur service à travers la fidélisation de la clientèle régionale ou mondiale avec un minimum d’orientation de la part de la direction.
- Gérer un petit nombre de comptes parfois complexes, de manière autonome et indépendante.
- Être capable de s’adapter dans un envi

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