Customer Success Advisor at Equinix Nigeria

Job Summary

• Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages smaller sized accounts within a limited scope and receives support from management.

Responsibilities

Customer Onboarding

• Utilizes routine onboarding templates and checklists and uses judgment within a limited 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 - Pre-Onboarding: May not conduct pre-onboarding, depending on location, the size of customer and the scope
• Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
• Phase 3 - Continuous Follow-up: Within a limited scope, follows up with customers

All Phases:

• Communicates effectively, able to translate internal processes to be able to set customer expectations within a limited scope
• Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General:

• Collects routine information about the customer, so that the experience is personalized
• Knows and can articulate basic Equinix process, policies and escalation paths
• Post onboarding, follows up on routine actions and tasks
• Able to utilize routine inquiry (questioning) skills with the customer in order to better understand their business

Adoption and Customer Success Management

• Develop, maintain and track progress of a Customer Success Plan within a limited scope
• Review product and process adoption by understanding customer usage patterns
• Able to articulate an understanding of Equinix's products (current and future) to educate customers on key concepts
• Collects customer feedback, providing it to relevant teams to improve the Customer Experience
• Reviews feedback trends across customers, and able to articulate behavioral differences
• May proactively review product utilization and solicit potential solutions
• May attend presale internal discussions to understand account potential

General:

• Acts as a customer advocate
• Ensures smooth and clear handoff to/from internal teams
• Aware of customer health for their key Customers
• Accumulate and utilizes methods of best practices
• Participates in cross functional teams for select customer projects within a limited scope

Issue and Escalation Management

• Assess issue/escalation to validate, prioritize and progress accordingly with support from management
• Manage, document and raise visibility of critical escalations as appropriate with support from management
• Engages 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
• Identify process improvement opportunity or plan
• Participates in and/or collects issues post mortem/root cause analysis, to communicate resolution and any improvement plans when required with support from management

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
• Works to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer with support from management
• 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 limited scope
• Flags limited churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
• Manages delivery of regular Operational Survey Review for selected accounts, within a limited scope
• Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

General:

• Drives high customer satisfaction
• Able to support simple customer projects independently

Qualifications

• Proven years experience preferred
• Bachelor's degree preferred