Equinix is the world’s digital infrastructure company, operating 240+ 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 2,100 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

Responsible for developing and leading the team, creating service improvement policies and procedures, and creating account alignment.

Responsibilities

People Management

• Hires, onboards and leads team of CSM’s to support our customers

• Develops team of CSM’s to support our customers reactively and proactively in the scope of the CSM role

• Provides leadership, coaching and development to team

Collaboration

• Develops and builds relationships at a managerial level with Segment/Regional/Country Leaders, Sales, Data Center Management, Operations and other cross-functional teams to raise awareness and drive resolution of customer-impacting issues

Project Management

• Participates/leads special projects and assists in designating work to team

Customer Management

• Serves as escalation point internally and externally for issues

• Evaluates special terms and conditions and makes recommendations

• Keeps pulse of customers

Account Alignment

• Creates account distribution and alignment to include alignment with Customers, Sales, Geography, Tier

• Manages and distributes workload across team to achieve efficiency in driving customer satisfaction

Service Improvement

• Participates in/leads stakeholders in service improvement initiatives

• Creates/refines policies and procedures

Resource Management (people, finances etc.)

• Will provide management updates on a variety of resource management KPI's. Is an escalation point for the team for solving resource/budgetary issues. Contributes and/or responsible for resource planning (people, finances etc.) activities.

Qualifications

• 7+ years professional experience preferred

• 0+ years of managerial experience preferred

• Bachelor's degree preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you.

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.