Customer Success Manager 1

22 hours ago

Singapore Equinix Full time

Customer Success Manager 1

JR-

Hybrid

Singapore

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.

Continuously seeks opportunities in Revenue Generating (Success) Sales Leads , engages customer in Customer Business Reviews , and drives Issue Resolutions .

Typically manages larger number of smaller sized accounts, within a limited scope and receives support from management.

Show high level of curiosity to Data Center industry

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 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

  • Engagement with customers formally over a Customer Business Review (CBR)
  • 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

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