Posted 1 month ago
Managed Services, Senior Service Manager
Equinix is the world’s digital infrastructure company, operating 250 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.
We are a fast-growing global company with 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.
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
Manages, trains, cross trains, develops, and motivates the team. Drafts budget proposals, provides status reports, internal/external customer and interdepartmental communications.
Responsibilities
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
Has a firm understanding of customer-contracted services
Supports/enables non-standard customer requirements independently
Proactively identifies trends with customers globally and methods to improve customer experience
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 postmortem 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 quarterly business reviews
Service Improvement Plan
Develops, manages, and delivers on customer service improvement plans
Scheduled Reports
Produces regular customer service reports (as per contractual obligations)
Delivers and interprets reports to stakeholder teams such as CSM, Operations, Sales, etc
Client Management
Engages customers when needing to clarify requests
Makes recommendations for which data points are most valuable to customers and stakeholders. Assists with customer interpretation of reports
Ad Hoc Reporting
Generates reports as necessary, using insights from data exploration to build visualizations and insights
Contracts
Helps to prepare contract documents for execution, provides inputs to legal; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claim
Qualifications
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.
