Customer Success Manager 1 with Dutch

<p>Who are we?</p><p>Equinix is the world’s digital infrastructure company®, operating over 250 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. </p><p> </p><p>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.  </p><p></p><p></p>Customer Success Manager 1 with Dutch<p></p><p></p><p>Job Summary</p><p>Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.</p><p></p><p>Responsibilities</p><p>Customer Onboarding</p><ul><li><p>Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope</p></li><li><p>Uses the three phase methodology for onboarding. (Three phases include: Pre-Onboarding / Kick-off Onboarding / Continuous Follow up)</p></li><li><p>- Phase 1: May not conduct pre-onboarding, depending on location and size of Customer</p></li><li><p>- Phase 2: Conduct (set up and facilitate) kick-off meeting</p></li><li><p>- Phase 3: For key Customer pro-actively designs a regular cadence with customers to understand how the customer is doing. Cadence may be less frequent for this level of CSM and customer</p></li></ul><p></p><p>All Phases: - Communicates effectively, able to translate internal processes to be able to set customer expectations. - Able to communicate with customers what other teams at EQX do and how customers should utilize them</p><p><br/>General:</p><ul><li><p>Collect basic information about your customer so that the experience can be personalized</p></li><li><p>Knows and can articulate basic EQX process, policies and escalation paths</p></li><li><p>Post onboarding, follows up on actions and tasks</p></li><li><p>Able to utilize inquiry (questioning) skills with the customer in order to better understand their business. Questions are likely basic and may rely on a script to know what questions to ask</p></li></ul><p></p><p>Adoption and Customer Success Management</p><ul><li><p>May develop, maintain and track progress of a Customer Success Plan</p></li><li><p>Review product and process adoption by understanding customer usage patterns</p></li><li><p>Able to articulate an understanding of EQX products (current and future) to educate customers on key concepts</p></li><li><p>Collect customer feedback, providing it to relevant teams to Improve the Customer Experience</p></li><li><p>Review feedback trends across Customers, able to articulate behavior differences</p></li><li><p>May proactively review product utilization and solicit potential solutions</p></li></ul><p><br/>General:</p><ul><li><p>May attend presale internal discussions to understand account potential.</p></li><li><p>Acts as a customer advocate</p></li><li><p>Ensure smooth and clear handoff to/from internal teams</p></li><li><p>Aware of customer health for their key Customers</p></li><li><p>Accumulate and utilize methods of best practices * Participate in cross functional teams for select customer projects</p></li></ul><p></p><p>Issue and Escalation Management</p><ul><li><p>Assess issue/escalation to validate, prioritize and progress accordingly with support from management</p></li><li><p>Manage, document and raise visibility of critical escalations as appropriate with support from management • Engage 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</p></li><li><p>Identify process improvement opportunity or plan</p></li><li><p>Participate in and/or collate issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from management</p></li></ul><p><br/>General:</p><ul><li><p>Be the main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalate to GEM and functional teams as agreed</p></li><li><p>Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management</p></li><li><p>Provide global consistent comm