Director, Activation and Professional Services Transformation

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

The Director, Activation and Professional Services Transformation has a strong understanding of a broad range of support & services, focusing on initial customer activation, tiers of customer support, advisory services, and professional services. The ideal leader will have transformed simpler services organizations to revenue generating engines, removing silos between skillsets, developing services product & pricing, and understanding the Equinix value proposition in order to provide our customers with strategic services that highlight how Equinix needs to be a part of their future. From a support perspective, our leader needs to be able to provide our customers with several tiers that align to their different business needs. From an activation perspective, our leader needs to deliver a one-stop-shop for all Equinix solutions.

 

Responsibilities

People

• Create a services organization that can provide all services from activation to strategy for our customers

• Break down skill silos and instill a culture of utilization driven activators, who can drive an outstanding customer experience from their first step

• Professional and advisory services should focus on driving strategic engagement with the customer by highlighting the value Equinix brings to their business

• Identify activities that our teams should not be doing, and work with customers and Equinix teams to change behavior

• Premium support should provide a differentiated experience for customers with the highest support needs, utilizing people, process, and technology to bring best-in-class service

 

Process

• Utilize policy and process to change the behavior or customers and Equinix teams, placing work in the right team or technology

• Establish GTM rules of engagement to prevent bad processes from impacting the customer experience

• Enable the GTM teams in order to sell services and support, both from a direct and indirect perspective

• Establish playbooks and collateral on all activation and services, in order to drive a consistent customer experience

• Establish internal processes to track and report on utilization, to manage performance and identify early headwinds impacting our teams

• Develop a process to forecast the capacity and revenue of all of our engagements

• Identify tooling necessary to enable our activation and services teams, from time tracking, project management, project repositories

• Work with the Lead to Cash and ECP teams to build out the functionality to better serve our customers, providing an agentic and digital experience that the customer desires, while enabling a more accurate order flow

 

Qualifications

• 15+ years experience preferred

• Bachelor's Degree preferred

• Strong background in utilizing AI Agents, Agentic AI, and LLMs in order to accelerate delivery and provide a more consistent experience with our customers

The targeted pay range for this position in the following location is / locations are:

United States - Dallas Infomart Office DAI : 177,000 - 265,000 USD / Annual

United States - Ashburn Office AEO : 195,000 - 293,000 USD / Annual

Canada - Toronto Office TRO : 166,000 - 248,000 CAD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant e