Customer Success Manager - German Speaking

Who are we?

Job Summary    
A great opportunity with our team in Frankfurt, we are looking for a Customer Success Manager CSM (m/f/d) with direct experience working with large scale customers to join us. Our Customer Success Managers (CSM) are pivotal in the delivery of services to a portfolio of Equinix clients, driving collaboration with clients and internal cross functional teams to manage customer implementations and meet client requirements efficiently. Our CSMs also own and manage a very broad range of account and service related client questions, requests, and issues to resolution and manage the on-going customer service relationship and serves as the primary point of contact through the client life cycle. 

Responsibilities

• Manages new and existing complex client installations, working cross functionally to deliver services in the agreed upon time frame and according to client expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation

• Responsible for owning and resolving a wide range of standard and non-standard client requests and account issues. Proposes and develops solutions cross functionally to solve non-standard client requests

• Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology

• Understands clients’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to

• Collaborates with existing clients to gather and understand clients’ requirements for add-on services and independently takes action from opportunity to fulfillment

• Professionally interacts with clients, building strong relationships across various levels and disciplines within the portfolio of accounts

• Educates and orients clients in Equinix policies and procedures and client facing support and ordering systems

• Conducts client meetings and Quarterly Business Reviews. Responsible for preparing customized presentation material as required by clients and account team

• Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments

• Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system, etc.)

• Designated Subject Matter Expert for assigned departmental processes

• Develops and maintains expertise on Equinix products and services

• Participates in departmental special projects and cross functional initiatives with minimal direction and support

• 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 knowledge of Data Centers including tour certifications as appropriate

• Collaborates with Marketing to identify potential clients for case studies for Equinix

• Provide guidance and mentoring to newer, less experienced CSMs

Qualifications

Education and Experience

• Several years relevant industry experience, C-Level/executive business sales experience and enterprise knowledge results 

• Proficient at planning and executing account strategies and maintaining effective long-term business relationships at the senior level with key decision makers

• In depth knowledge of key segment trends specific to clients business and industry

• Strong knowledge and experience of sales methodologies

Knowledge, Skills, and Abilities

• Success driven self-starter with a self-motivational can do spirit and strong business attitude

• 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

• Technical aptitude and understanding of the technical service industry preferred

• Intercultural proficiency in dealing internationally and with matrix organizations

• Able to interact with all levels of internal and external clients

• Flexible attitude in accepting unique and non-standard solutions

• Possess excellent verbal communication, presenting and strong negotiation skills

• Fluent German and English language skills are required

• Must be able to travel both domestically and internationally

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

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.