Customer Success Manager
Equinix
Lisbon
há 4 dias

Job Summary :

Supports small to medium sized inside sales or field accounts on post sale support items issues and onboarding.

Account Support

  • Supports customer accounts
  • Acts as a customer advocate
  • Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
  • Engages customer to reduce service-related churn risk within region with minimal direction from leadership
  • Supports / enables non-standard customer requirements
  • Proactively identifies trends with Customer in region and methods to improve Customer experience
  • Onboarding / Implementation Project Coordination

  • Onboards up to medium size Customer new logos and non-strategic customers independently
  • Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope
  • Able to support projects / implementations independently
  • Involved in regional Account team planning and coordination
  • Issue and Escalation Handling

  • Post-sale tactical issue resolution
  • Acts as point of contact with customer on escalations or issues independently
  • Tactical preparation and delivery of post mortem reviews when appropriate
  • Quarterly Business Review

  • Plays a role in delivery of QBR and QBR preparation
  • Utilizes standard QBR offering with minimal customization
  • Project manages resolution of follow up actions from QBR's
  • Service Improvement Plan

  • Manages and delivers on a service improvement plan
  • Global Account Leadership

  • Coordinates cross-regional customer needs without guidance
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