FAQs
What is the main responsibility of the Manager, Customer Success at Equinix?
The main responsibility of the Manager, Customer Success is to lead the Platform Alliance Customer Success Team, ensuring customer satisfaction and success for the largest and most strategic accounts, including xScale and Channel.
What qualifications are required for this position?
A Bachelor's degree in Business, Management, or a related field is required, with an advanced degree preferred. Additionally, proven years of Customer Success/Account Management Experience and management experience are preferred.
What skills are essential for this role?
Essential skills include excellent communication, active listening, strategic questioning, and the ability to analyze customer data to drive decision-making and strategy development.
Will the Manager, Customer Success need to travel?
Yes, the position requires the ability to travel both domestically and internationally.
What type of team management experience is expected?
The role expects strong people management experience, including hiring, onboarding, leading, and developing a team of Customer Success Managers (CSMs).
How does the Manager ensure strategic alignment within the team?
The Manager ensures strategic alignment by creating a team environment focused on customer retention and growth, driving initiatives that deepen customer relationships, and aligning with company and organizational goals.
What is the role of the Manager in service improvement initiatives?
The Manager participates in and leads the team and stakeholders in service improvement initiatives and refines policies and procedures.
How is customer management handled in this role?
The Manager develops relationships with key customer contacts, serves as an escalation point for issues, and keeps a pulse on customer satisfaction.
What is the importance of collaboration in this position?
Collaboration is essential as the Manager builds strong partnerships with Segment/Regional/Country Leaders, Sales, Data Center Management, and Operations to drive resolution of customer-impacting issues.
How does Equinix support diversity and equality in the workplace?
Equinix is committed to providing an equitable work environment and embraces diversity in thought and contribution, ensuring that all individuals receive equal employment opportunities without unlawful discrimination.