Customer Success Manager 1 JR-156135 Hybrid Mumbai Customer Success Full time Who are we Equinix is the world s digital infrastructure company shortening the path to connectivity to enable the innovations that enrich our work life and planet A place where bold ideas are welcomed human connection is valued and everyone has the opportunity to shape their future A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact You ll work across teams influence key decisions and help shape the path forward You ll find belonging purpose and a team that welcomes you because when you feel valued you re empowered to do your best work Job Summary Provide best in class support through the evaluation of customer loyalty and oversight of regional customers Typically manages smaller sized accounts within a limited scope and receives support from management Responsibilities Customer Onboarding Utilizes routine onboarding templates and checklists and uses judgment within a limited 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 - Pre-Onboarding May not conduct pre-onboarding depending on location the size of customer and the scope Phase 2 - Kick-off Onboarding Sets up facilitates and conducts kick-off meetings for customers Phase 3 - Continuous Follow-up Within a limited scope follows up with customers All Phases Communicates effectively able to translate internal processes to be able to set customer expectations within a limited scope Able to communicate with customers what other teams at Equinix do and how customers should utilize them General Collects routine information about the customer so that the experience is personalized Knows and can articulate basic Equinix process policies and escalation paths Post onboarding follows up on routine actions and tasks Able to utilize routine inquiry questioning skills with the customer in order to better understand their business Adoption and Customer Success Management Develop maintain and track progress of a Customer Success Plan within a limited scope Review product and process adoption by understanding customer usage patterns Able to articulate an understanding of Equinix s products current and future to educate customers on key concepts Collects customer feedback providing it to relevant teams to improve the Customer Experience Reviews feedback trends across customers and able to articulate behavioral differences May proactively review product utilization and solicit potential solutions May attend presale internal discussions to understand account potential General Acts as a customer advocate Ensures smooth and clear handoff to from internal teams Aware of customer health for their key Customers Accumulate and utilizes methods of best practices Participates in cross functional teams for select customer projects within a limited scope Issue and Escalation Management Assess issue escalation to validate prioritize and progress accordingly with support from management Manage document and raise visibility of critical escalations as appropriate with support from management Engages 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 Identify process improvement prospect or plan Participates in and or collects issues post mortem root cause analysis to communicate resolution and any improvement plans when required with support from management 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 Works to proactively engage internal colleagues in order to provide ongoing timely updates and resolutions to the customer with support from management Provides globally consistent communication Account Management Retention Involved in managing accounts in conjunction with sales and management including support of order fulfillment and other contractual obligations within a limited scope Flags limited 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 limited 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 simple customer projects independently Qualifications 0 years experience preferred Bachelor s degree preferred 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 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