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Customer Success Manager 3

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Equinix

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Frankfurt

AI generated summary

  • You must be fluent in German and English, have a degree in a technical field or equivalent experience, possess strong communication skills, and have proven CSM experience in a technical industry.
  • You will manage complex client installations, lead cross-functional collaboration, resolve client issues, conduct meetings, and build relationships while ensuring contract adherence and promoting Equinix services.

Requirements

  • 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

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

FAQs

What is the primary role of a Customer Success Manager at Equinix?

The primary role of a Customer Success Manager at Equinix is to provide post-sales support and build positive relationships with clients, managing complex and strategic global accounts.

What languages are required for this position?

Fluency in both German and English is required for this position.

What kind of experience is preferred for this role?

Proven solid years of experience in a Customer Success Manager equivalent role, preferably in a technical industry such as IT, telecommunications, or data centers, is preferred.

Is travel required for the Customer Success Manager role?

Yes, the role requires the ability to travel both domestically and internationally.

What qualifications should candidates have?

Candidates should ideally hold a degree-level qualification, preferably in a technical subject, or have equivalent experience.

How does this role contribute to client relationships?

This role contributes to client relationships by building strong connections, professionally interacting with clients, conducting meetings, and leading Quarterly Business Reviews.

Are there opportunities for career development in this position?

Yes, there is a well-defined career path shaped to the individual's career focus and priorities, along with access to company-sponsored training packages.

What type of clients will the Customer Success Manager support?

The Customer Success Manager will support strategic HQ’d German accounts, focusing on large monthly recurring revenue (MRR) and multi-country deployments.

What kind of work environment can candidates expect at Equinix?

Candidates can expect a dynamic, professional, international, and multicultural work environment with a supportive, inclusive culture.

Does Equinix offer any employee benefits?

Yes, Equinix offers a competitive salary and yearly bonus, along with an attractive benefits package and access to an Employee Assistance Program for legal and financial consultations.

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Equinix

Technology
Industry
5001-10,000
Employees
1998
Founded Year

Mission & Purpose

Equinix is a leading global data centre and interconnection company, specialising in providing secure and reliable infrastructure solutions for businesses to connect and collaborate. Their ultimate mission is to enable digital transformation and innovation by offering a platform that allows organisations to seamlessly interconnect with partners, customers, and ecosystems. Equinix's purpose is to empower businesses with the tools and capabilities to thrive in a digital world, supporting them in leveraging the power of interconnected data centres to enhance performance, expand reach, and drive growth while maintaining the highest standards of security and sustainability.