Customer Success Management

hace 2 semanas


Bogota, Colombia Equinix A tiempo completo

Customer Success Management
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.

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.

**What you will be doing**

**Responsibilities**:
**Customer Onboarding**
- Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope

Uses the 3 Phase Methodology for onboarding:

- Phase 1 - Conducts pre-onboarding for key customers
- Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
- Phase 3 - Continuous Follow-up: Within a moderate scope, follows up with key customers

All Phases:

- Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.
- Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General:

- Collects in depth information about the customer, so that the experience is personalized
- Proficient in Equinix's processes, policies and escalation paths
- Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals
- Able to articulate trends for this customer
- Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business.
- Able to use prior information to inquire more deeply about the customer

**Adoption and Customer Success Management**
- Develop, maintain and track progress of a Customer Success Plan within a moderate scope
- Drive product and process adoption by understanding customer usage trends of key customers
- Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education.
- Collect customer feedback, providing it to relevant teams to improve the customer experience
- Proactively identifies feedback trends across customers and drives process improvements for key accounts
- Proactively review product utilization and propose potential solutions for key customers

General:

- For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
- Acts as a customer advocate
- Ensure smooth and clear handoff to/from internal teams
- Proactively reaches out to customers to touch base (i.e. heath check) on key customers
- Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices
- Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

**Issue and Escalation Management**
- Assess issue/escalation to validate, prioritize and progress accordingly
- Manage, document and raise visibility of critical escalations as appropriate
- Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management
- Identifies process improvement opportunities or plans while leveraging what is already in place
- Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

General:

- Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
- Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope
- Provides globally consistent communication

**Account Management & Retention**
- Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope
- Flags churn risks as they become kn



  • Bogota, Colombia Microsoft A tiempo completo

    Are you a tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieve the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making...


  • Bogota, Colombia Microsoft A tiempo completo

    Builds and executes shared plans with customers. Manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively. Provides direction for other members of the Account Team to develop a deep understanding of their customer’s business and...


  • Bogota, Colombia Microsoft A tiempo completo

    Builds and executes shared plans with customers. Manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively. Provides direction for other members of the Account Team to develop a deep understanding of their customer’s business and...

  • Customer Success Manager

    hace 3 semanas


    Bogota, Colombia Outwork Staffing A tiempo completo

    **Schedule**: TBD **Location**: Fully Remote (LatAm) **Salary**: 1500 - 2000/month A leading provider of an Access Management & Identity Security Platform tailored for Jira, specializing in modern access request and provisioning workflows within Jira Service Management, is seeking a Customer Success Manager. As our first Customer Success Manager, you will...


  • Bogota, Colombia Sagan A tiempo completo

    **Job Position: Customer Success Coordinator - Latam** **Location**: Remote (CST Timezone) **Working Schedule**: Monday - Friday, 08:00 AM to 05:00 PM CST **Job description**: Join Our Team as a Customer Success Coordinator! Are you passionate about building strong client relationships and ensuring customer satisfaction? Do you thrive in a dynamic,...

  • Assistant Administrative

    hace 2 semanas


    Bogota, Colombia Rockwell Automation A tiempo completo

    Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...

  • Customer Success Manager

    hace 3 semanas


    Bogota, Colombia Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...

  • Customer Success Manager

    hace 2 semanas


    Bogota, Colombia Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...

  • Head of Customer Success

    hace 3 semanas


    Bogota, Colombia Canonical - Jobs A tiempo completo

    **Help our customers elevate their open source practice and success**: It is our mission to make enterprise-grade open-source available to every enterprise, entrepreneur or innovator. We create the world-renowned Ubuntu and a range of tools, impacting the lives of millions of people every day. We're looking for for a Global Head of Customer Success to...


  • Bogota, Colombia TransUnion A tiempo completo

    TransUnion's Job Applicant Privacy Notice **What We'll Bring**: As a Customer Success Consultant you own the operational relationship with many of our premium level customers and position yourself as a trusted advisor to their teams. You will lead customer engagements across a range of industries and types of projects such as onboarding, training, operation...

  • Customer Success Manager

    hace 3 semanas


    Bogota, Colombia Singular A tiempo completo

    The Customer Success team here at Singular is the central touchpoint for our biggest and most advanced customers, orchestrating the post-sales customer lifecycle in partnership with Solutions Engineers, Account Executives and Support. You'll be responsible for managing the customer relationship, coordinating internally with product, marketing, and other...

  • Customer Success Advisor

    hace 3 semanas


    Bogota, Colombia Hexagon Asset Lifecycle Intelligence A tiempo completo

    **Responsibilities**: **Hexagon’s Asset Lifecycle Intelligence division** is seeking a Digital Customer Success Advisor. This is a remote position to support our customers in Americas, EMIA or APAC regions. In this role, you will help drive ongoing business value and outcomes for the customer leveraging automation and strategic engagements for a seamless,...


  • Bogota, Colombia Microsoft A tiempo completo

    Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can...

  • Customer Success Manager

    hace 2 semanas


    Bogota, Colombia Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...

  • Customer Success Manager

    hace 2 semanas


    Bogota, Colombia Carrot Fertility A tiempo completo

    **About Carrot**: Carrot Fertility is the leading global fertility care platform, serving people of every age, race, income, sex, sexual orientation, gender, marital status, and geography. Trusted by hundreds of multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for...

  • Customer Success Manager

    hace 3 semanas


    Bogota, Colombia Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Customer Success Manager

    hace 3 semanas


    Bogota, Colombia IBM A tiempo completo

    **Introduction** **Your Role and Responsibilities** To be successful in this role you: - Demonstrate a history of success as a consultant, pre-sales, sales, technical account management, or equivalent with IBM Software - Deeply understand customer business and technology needs to align IBM Software to meet the need - Strong technical knowledge of the IBM...


  • Bogota, Colombia EasyGenerator A tiempo completo

    Full-time - Seniority: Senior **Company Description**: With offices in four locations worldwide, Easygenerator is growing quickly. We are constantly improving our product to become the global category leader and aim for hyper-growth each year. At Easygenerator, we challenge, we own, we deliver, and we experiment. We offer an innovative environment where you...


  • Bogota, Colombia Coupa A tiempo completo

    Bogota, Colombia Services - Customer Value / Mid-Senior Level / Remote Coupa makes companies operate smarter and grow faster. Our leading AI-driven platform connects and optimizes sourcing, purchasing, supply chains, and financial management. More than 3,000 global organizations large and small trust Coupa to transform operating margins, increase...


  • Bogota, Colombia Masiv A tiempo completo

    **Descripción**: En Masiv sabemos que nuestros colaboradores son la clave del éxito, y que su compromiso y amor por la labor es fundamental para alcanzar nuestras metas y retos corporativos. En esta oportunidad buscamos un Customer Success Specialist Como Customer Success Specialist no apoyaras en la optimización del proceso de entrega de valor a...