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Ashburn

    Customer Success Manager 2 - Ashburn, United States - National Guard Employment Network

    National Guard Employment Network
    National Guard Employment Network Ashburn, United States

    3 weeks ago

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    Description
    Job Description

    ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

    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.

    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

    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.

    Responsibilities
    • Supports field accounts or small to medium accounts in market/country revenue including new logos - typically 50K MRR or less per account
    • Supports customer accounts
    • Acts as a customer advocate
    • Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
    • Engages customer to reduce service-related churn risk within region with minimal direction from leadership
    • Supports/enables non-standard customer requirements
    • Proactively identifies trends with Customer in region and methods to improve Customer experience
    • Onboards up to medium size Customer new logos and non-strategic customers independently
    • Utilizes standard onboarding templates and checklists and uses some discernment to make modifications to the standard during onboarding based on customers needs and project scope
    • Able to support projects/implementations independently
    • Involved in regional Account team planning and coordination
    • Post-sale issue resolution
    • Acts as point of contact with customer on escalations or issues independently
    • Tactical preparation and delivery of post-mortem reviews when appropriate
    • Plays a role in delivery of CBR and CBR preparation
    • Utilizes standard QBR offering with minimal customization
    • Project manages resolution of follow up actions from CBRs
    • Manages and delivers on a service improvement plan
    • Coordinates cross-regional customer needs without mentorship
    Qualifications
    • 1+ years experience preferred
    • Bachelor's degree preferred
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