Who are we?
Equinix is the world's digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
Job Summary
Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding. Responsibilities Account Type
Supports field accounts, major account or channel accounts of small to large account size in market/country revenue including new logos - typically 50K MRR or more per account
Number of accounts supported are typically under 40 accounts although if bigger accounts (greater than $50K) than the number of accounts could be much smaller than 50
Account Support
Supports customer account base up to and including high complexity and strategic global accounts
Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving
Monitors churn risk and proactively engages to reduce service-related churn within region or globally
Supports/enables non-standard customer requirements independently
Proactively identifies trends with Customer in globally and methods to improve Customer experience
Onboarding/Implementation Project Coordination
Onboarding strategic new logos, non-strategic and strategic customers independently
Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope
Able to support complex projects/implementations independently
Involved in global or regional Account team planning and coordination on strategic accounts
Issue and Escalation Handling
Post-sale tactical issue resolution
Acts as point of contact with customer on executive escalations or issues independently
Prepares and delivers post mortem reviews when appropriate
Quarterly Business Review
Plays a role in delivery of QBR and QBR preparation
Identifies root cause and drives resolution on cross functional issues
Leads account team in developing customized QBR materials as appropriate
Project manages resolution of follow up actions from QBR's
Service Improvement Plan
Develops, manages and delivers on a service improvement plan
Global Account Leadership
Virtual team management for special customer projects
Qualifications
3+ 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.
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