Job Summary

A great opportunity to join our Customer Success team as a Client Success Manager 2 (CSM)! In this pivotal role the CSM drives collaboration with client and internal cross functional teams to manage implementations and meet requirements. In this role you will own and manage a very broad range of account and service related client questions, requests, and issues to resolution. Being part of the CSM team means managing the on-going customer service relationships and serves as the primary point of contact through the client lifecycle. We are the client advocates, responsible for the overall satisfaction of clients, so keeping the customer at the heart of what we do it key.

The customer portfolio for this position will manage the smaller requests in scope and complexity, allowing for focused engagement. If you are someone who enjoys relationship building, likes to work independently, fostering a sense of ownership and expertise but is also comfortable in a collaborative environment when working on more complex or non-standard requests, as well as having strong communication skills, a proactive nature, enjoys multi-tasking and keeps calm under pressure then APPLY to join us!

Responsibilities

• Manages new and existing customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations
• Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues
• Responsible for customer satisfaction for a portfolio of customer measured via customer surveys and other methodology
• Understands customer’’ footprint and contractual agreements
• Professionally interacts with customer, building strong relationships
• Educates and orients customer in Equinix policies and procedures and customer facing support and ordering systems
• Conducts customer meetings; may conduct Customer Business Reviews (conditional on CSM location.)
• Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)
• Develops and maintains expertise on Equinix products and services
• Participates in departmental projects, prioritizing and completing assigned activities
• Develops and builds strong relationships with Sales, Operations and other cross functional teams
• Supports Sales Team to eliminate their involvement in non-sales activities
• Demonstrates basic knowledge of Data Center

Qualifications

• Collaborative personality and able to build strong personal relationships
• Highly organized, with attention to detail and a dedication to resolving issues
• Calm and effective under pressure. Able to remain professional in high stress situations.
• Able to plan, execute and manage high volumes of work
• Embraces change
• Requires judgment and problem solving skills
• Technical aptitude and broad understanding of the technical service industry preferred
• Fluent English and Dutch languages and communication skills are essential

Our offer

• Employment in a stable company with an established position in the market.
• Possibility to work within fast growing world’s 500 Fortune digital infrastructure company.
• Challenging job in a dynamic, professional, international and multicultural environment.
• Possibility to participate in company sponsored trainings package.
• Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention.
• Paid employee referral program.
• Opportunity to work in supportive, inclusive environment with People-Centric Culture.
• Competitive salary and bonus as well as a well-defined career path shaped to the individuals career focus & priorities.
• Attractive benefits package