Customer Success Manager - Dutch, French, German or Spanish speaker
We make the internet work faster, better, and more reliably. We hire talented people who thrive on solving difficult problems and give them opportunities to hone new skills, try new approaches, and grow in new directions.
Work with us and shape the future of cloud and enterprise connectivity at one of the fastest growing technology companies.
If you want to play a part in building a historically significant company, we want to meet you.
To support our team in Poland we are looking for a Customer Success Manager with English and any of the following languages : Dutch, french, German or Spanish
What is the role about?
The Client Success Manager (CSM) position is pivotal in the delivery of services to a portfolio of Equinix clients. The CSM drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently.
The CSM also owns and manages a very broad range of account and service related client questions, requests, and issues to resolution.
The CSM manages the on-going customer service relationship and serves as the primary point of contact through the client lifecycle.
The CSM is the client advocate, responsible for the overall satisfaction of clients. The CSM may also provide guidance and mentoring to newer, less experienced CSMs.
The portfolio of customer for the CSM position is generally smaller in scope / complexity and global involvement is infrequent.
The CSM is expected to work independently on most standard customer requests and issues. Due to the limited scope / complexity of the portfolio, complex or non-
standard requests and projects are not common and may require management guidance.
This position will be responsible for, but not limited to, the following specific duties :
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 IBXs.
Who are you?
Very strong written and verbal English and Dutch, french, German or Spanish is a must
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.
Requires judgment and problem solving skills.
Technical aptitude and broad understanding of the technical service industry preferred.
What we offer :
Competitive salary plus attractive bonuses;
Wide range of non-cash benefits;
Opportunity for professional development in the international environment as well as improving abilities and skills in various areas;
Employment in a stable company with an established position in the market;
International business travels for trainings;
Training package to further master your hard and soft skills;
Office in the city centre.