Customer Success Manager 3

Toronto ON
30+ days ago

Job Description

Customer Success Manager 3

Equinix is the world’s digital infrastructure company, operating 200+ 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 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five 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: Global Customer Care and Experience (GCCX) organization continues to grow and evolve, and includes many change initiatives impacting processes, tools and globalization of roles and responsibilities.

The Customer Success Manger 3 manages the on-going customer service relationship and serves as the primary point of contact through the customer lifecycle after the initial installation. The CSM is the customer advocate, responsible for the overall satisfaction of customers.

The portfolio of customers for the CSM position is generally large global and strategic customers. Accounts may include agreements to support non-standard requests, operational, and business processes which the CSM is responsible to ensure are carried out according to agreement. The CSM is expected to work independently on both standard and non-standard, complex customer requests and issues with minimal management guidance.

Responsibilities

  • Manages new and existing complex customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer 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 customer requests and account issues.

  • Proposes and develops solutions cross functionally to solve non-standard customer requests.

  • Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methodology.

  • Understands customers’ footprint and contractual agreement.

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

  • Educates and orients customers in Equinix policies and procedures and customer facing support and ordering systems.

  • Conducts customer meetings and Customer Business Reviews.

  • Responsible for preparing customized presentation material as required by customers 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. ticketing system, etc.).

  • Develops and maintains expertise on Equinix products and services.

  • Develops and builds strong relationships with Sales, Operations and other cross functional teams.

Qualifications

  • 5+ years experience preferred. 7 years in a CSM equivalent role or prior relevant Equinix experience highly preferred.

  • Bachelor's degree preferably in a technical subject, or equivalent experience.

  • Experience in a high pressure, customer facing role.

  • Experience working with network service providers and channel partners in a support capacity.

  • Experience working with on-boarding channel customers.

  • Working knowledge of the Equinix reseller support model.

  • Proven track record in building positive relationships with customers.

  • Experience in a technical industry; preferably IT, telecommunications or data centers.

  • 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.

  • Embraces change.

  • Excellent written and verbal English communication skills are essential.

  • Technical aptitude and understanding of the technical service industry preferred.

  • Able to interact with all levels of internal and external customers.

  • Requires strong analysis, judgment, negotiation and problem-solving skills.

  • Flexible attitude in accepting unique and non-standard solutions.

  • Able to train and/or mentor others.

  • Must be able to travel both domestically and internationally.

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

Source

https://ca.indeed.com/jobs

Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Uvaro

We’re on a mission to help the world’s professionals lead more fulfilling careers - from their first job to their last. At Uvaro, we’ve created a better way to help everyday people launch and grow successful and rewarding careers in tech. We’re growing quickly, and we’re looking for an Admissions Consultant to help us realize our vision. That’s where you come in! If you are looking to work in a fast-paced, highly collaborative environment that delivers life-changing impact every day, then we should talk. The Admissions Consultant is responsible for helping qualified applicants take ownership of their careers b y enrolling in Uvaro. This dynamic position requires the ability to run a best-in-class customer-centric sales cycle. If you are a dedicated problem-solver and are ready to make a huge impact in a growing company, we would love to hear from you! The successful candidate is: * Impact driven and motivated by helping others * An active and empathetic listener * A conversationalist with highly developed interpersonal skills * Effective at problem solving and solution selling * Excellent at motivating others * Highly adaptable * Proactive, self-motivated, and takes initiative * Self-disciplined  and works autonomously  * Performance-driven * A collaborative worker and team player In this role you’ll:  * Manage inbound leads process, and use tech stack (HubSpot, SalesLoft, Gong) to execute outbound calls/emails to program candidates * Understand Uvaro’s offerings and effectively map applicant needs and goals to our solutions * Nurture program candidates through a combination of rapid-response to inbound applications and reaching out through email, LinkedIn, and other platforms * Host regular information sessions with program candidates * Assess candidate qualifications using automated and manual tools, and by conducting phone and video interviews * Enroll qualified candidates into the Uvaro program by preparing enrollment packages, answering questions, assisting them with our ISA program manager, and ensuring all paperwork is completed in a timely manner prior to the program start date * Enter, update, and maintain daily activity and prospect information into Hubspot * Achieve and exceed monthly quotas and objectives * Work closely with sales and marketing team members to achieve company goals * Follow up on campaigns and provide detailed feedback on the success of each campaign * Ensure that all new leads are processed within agreed upon SLAs * Schedule meetings between program candidates and members of our other teams, such as Customer Excellence In the first six months you’ll: * Be fully integrated with our company * Be working independently * Be ramped on our tech stack, internal tools, and processes * Be running info sessions for potential candidates independently * Have already seen some of your program candidates graduate the program * Begin ramping on new tools as we upgrade our systems What we’re looking for: Don’t worry if you don’t have all the qualifications listed below - we are particularly interested in someone who adapts quickly to change and learns quickly, so if you don’t meet some of the criteria below but think you’re up for the challenge, please still reach out - we’d love to talk to you! * 1+ years of successful sales development experienced experience in B2B software or B2C services is a plus * Demonstrated strong written and verbal English communication skills  * Ability to work occasional evenings or weekends * Demonstrated success of achieving monthly goal attainment * Experience handling a sales pipeline in a CRM system (Salesforce, Hubspot) * Proven history of being adaptable and having a growth mindset What We’re Offering * Competitive compensation, health benefits, and equity * Flex work schedule and unlimited vacation policy * A remote-first work environment, and the opportunity to work with a close-knit, international team * The opportunity to get in early at a promising startup in the emerging field of tech-enabled education * A dedicated team with a values-driven culture, with a proven history of investing in individual growth and career development. * An unprecedented opportunity to grow your network by placing employees at virtually every high-growth tech company in North America If this opportunity excites you, and you believe you’re the right fit, we want to hear from you! At Uvaro, we understand the value of having a diverse and inclusive team. That’s why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.

 
Remote, or Waterl… / Remote
Uvaro

Do you feel inspired to identify and develop the next generation of diverse, talented sales professionals? Want to directly impact the growth of the SaaS industry at the same time? We’re on a mission to help the world’s professionals lead more fulfilling careers - from their first job to their last. At Uvaro, we’ve created a better way to help everyday people launch and grow successful and rewarding careers in tech. We’re growing quickly, and we’re looking for an experienced Sales Manager to help us realize our vision by leading our Admissions team. We are looking for a dedicated team lead to coach our sales team, ensure the team's targets are met, and work closely with the executive team. To be successful as a team lead, you should have excellent sales and mentorship skills, as well as exceptional organizational skills. If you are goal-driven, thrive in a fast-paced environment, and are ready to make a huge impact in a growing company, we would love to hear from you! In this role you’ll:  * Become a mentor to the sales team — nurture relationships with each representative in order to help them achieve their goals; provide proactive feedback and ongoing coaching to improve attainment * Lead by example — host regular information sessions with prospective students, manage inbound leads, and use sales engagement tools to execute a development cadence to potential students. * Work closely with other teams — pull reports and analyze data for your team and for management; collaborate with the marketing team to execute go-to-market campaigns; partner with the instruction team to ensure we’re signing up and onboarding potential students in a way that maximizes their chances of success. * Collaborate with senior management — jointly define sales and activity goals on a monthly, quarterly, and annual basis; refine and execute go-to-market strategies * Recruit and train new sales staff, assign specific tasks to members of the sales team, and monitor the team's sales performance. * Maintain data integrity — ensure you and your team enters, updates, and maintains daily activity and prospect information in our CRM and Sales Engagement platforms. * Achieve and exceed monthly quotas and objectives — achieve your own targets,  motivate the sales team, and create an atmosphere of shared success and healthy competition among the staff In this first 6 months you’ll: * Work closely with the leadership team to master the language we use to tell the Uvaro story * Master how to lead productive weekly sales kick-offs and close-outs * Leverage a best-in-class sales stack (including HubSpot, Gong, Kiite, SalesLoft, Vidyard, PandaDoc, Zoom and more) to reach out to your prospects * Help a high-performing team of sales professionals level-up their own sales acumen * Learn how to speak fluently about technology and education in your sales process What we’re looking for: Don’t worry if you don’t have all the qualifications listed below - we are particularly interested in someone who learns quickly, so if you don’t meet some of the criteria below but think you’re up for the challenge, please still reach out - we’d love to talk to you! * Experience successfully leading teams of sales or sales development professionals in technology or education businesses. * Someone with an insatiable curiosity, and the desire to dig into the data, processes, and systems we use to drive success. * Someone with a high EQ and history of demonstrating sound judgement, who is excellent at both motivating candidates to see the benefits Uvaro will bring to their careers, and at identifying potential barriers to candidates’ success in the Uvaro program * A strong sense of adaptability as things change quickly and you’ll need to keep up! * Someone who believes in the positive work Uvaro does to eliminate barriers in the tech industry and empower remarkable students * An enthusiastic team player, with a  desire to take initiative and work autonomously knowing you have the full support of the team * Experience working in a high-velocity sales environment using a CRM  (Salesforce, Hubspot, etc.) and a Sales Engagement platform (Outreach, SalesLoft, etc) * Excellent interpersonal skills and experience dealing directly with individual customers * Exceptional organizational and time management skills * Superb communication skills with ability to uncover underlying concerns or fears * Detail and results-oriented who works well under pressure What We’re Offering * Competitive compensation, health benefits, and equity * Flex work schedule and unlimited vacation policy * A remote-first work environment, and the opportunity to work with a close-knit, international team * The opportunity to get in early at a promising startup in the emerging field of tech-enabled education * A dedicated team with a values-driven culture, with a proven history of investing in individual growth and career development. * An unprecedented opportunity to grow your network by placing employees at virtually every high-growth tech company in North America If this opportunity excites you, and you believe you’re the right fit, we want to hear from you! At Uvaro, we understand the value of having a diverse and inclusive team. That’s why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.

 
Remote, or Waterl… / Remote
Uvaro

Sales Instructor We’re on a mission to help the world’s professionals lead more fulfilling careers - from their first job to their last. At Uvaro, we’ve created a better way to help everyday people launch and grow successful and rewarding careers in tech. We’re growing quickly, and we’re looking for an experienced instructor to help us realize our vision. That’s where you come in! If you are looking to work in a fast-paced, highly collaborative environment focused on the leading edge of education and technology, then we should talk. Course Instructors deliver Tech Sales programming in online, one-to-many, live, classroom settings, to customers around the world. They work closely with Career Instructors and across the Uvaro team and network to provide holistic industry skills development and career support. Through program delivery, guest instructor coordination, live role-playing, personal brand amplification, and live sales coaching, Course Instructors help customers stand out as Top Talent in the highly competitive Tech Sales industry. Course Instructors work collaboratively on Uvaro’s Customer Excellence team to set up our customers for success through the 12 week tech sales course, and then launch careers and play active roles as part of Uvaro’s Graduate community. Course Instructors work with customers in group and, from time-to-time, individual settings, to discuss career goals and will collaborate with Career Instructors to assist with coaching on hiring techniques based on industry experience. If you are a creative problem-solver, who thrives in a fast-paced environment, and are ready to make a huge impact in a growing company, we would love to hear from you! Don’t worry if you don’t have all the qualifications listed below - we are particularly interested in someone who adapts quickly to change and learns quickly. If you don’t meet some of the criteria below but think you’re up for the challenge, please still reach out - we’d love to talk to you!    In this role you will: *  Present course material live, in-class, 5 days/week, and facilitate group discussions to help develop understanding of material *  Review and adapt course material prior to class, and fold in new lessons to meet the unique needs of Uvaro’s customer cohorts * Homework management (deliver instruction for course assignments, collect course assignments, track submissions, evaluate submissions, and provide feedback in a timely manner) * Manage customer expectations and maintain record of  customer activity as it relates to course requirements and class performance in CRM tool(s). * Manage customer performance and address performance challenges proactively for customers who are not meeting Uvaro’s standards for program engagement * Leverage Uvaro’s, and your own network to coordinate Guest Speakers/Instructors in class as industry experts, to speak to novel concepts, and to address identified knowledge gaps in customer population *  Amplify customers’ success at every opportunity by supporting their personal brand development and growth efforts on online platforms and in online communities * While delivering the program, meet regularly with the Customer Excellence team to evaluate and adapt to customer needs * Engage in regular communication with customers (via Slack, email, Zoom, phone) outside of set class time to provide best-in-class customer support * Act as a key contributor to Slack community and Uvaro Graduate Network * Engage with network at industry and community events to build personal and Uvaro brand   What we are looking for: * Recent experience working as a B2B SaaS Sales Professional is required (3+ years preferred) *  Professional history as an adult learning instructor or teacher is an asset (2+ years preferred) * A history of conducting group presentations and facilitating group discussion in remote and online environments * Passionate about the Sales Industry * Exceptionally team-oriented *  Enthusiastic, has endurance, is consistently an energy giver in group settings *  An articulate and clear communicator * A strong group facilitator and presenter *  A compassionate and empathetic teacher, with knowledge of and/or experienced in adult learning theory and instruction *  Driven to help others develop new skills and transform their lives as a result *  Highly adaptable and resilient working in a highly variable environment *  Professional with an eye for detail and quality (communication consistency, presentation material) * A relationship builder whose network never seems to stop growing * Competent at helping others set goals * Capable of holding people accountable to their commitments and having expectation-levelling and class performance-related conversations * Self-disciplined, positive, and maintains a growth mindset *  Highly organized and punctual * Technically adept with standard business tools (ex. CRM, Slack, video communication tools, GSuite, Microsoft Office) * Experience coaching other professionals in a formal capacity is a bonus * Remote work experience is a bonus *  Start-up experience is a bonus *  Technical competence with business tools (CRM, GSuite, Slack, MicrosoftOffice, video communication tools) What We’re Offering: * A remote-first work environment, and the opportunity to work with a close-knit, international team * The opportunity to get in early at a promising start-up in the emerging field of tech-enabled education * A dedicated team with a values-driven culture, with a proven history of investing in individual growth and career development. *  An unprecedented opportunity to grow your network by placing employees at virtually every high-growth tech company in North America If this opportunity excites you, and you believe you’re the right fit, we want to hear from you! At Uvaro, we understand the value of having a diverse and inclusive team. That’s why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process.

 
Remote, or Waterl… / Remote