Job SummarySupports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.
ResponsibilitiesAccount Support
- Supports customer account base up to and including high complexity and strategic global accounts
- Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving
- Monitors churn risk and proactively engages to reduce service-related churn within region or globally
- Supports/enables non-standard customer requirements independently
- Proactively identifies trends with Customer in globally and methods to improve Customer experience
Issue and Escalation Handling
- Post-sale tactical issue resolution
- Acts as point of contact with customer on executive escalations or issues independently
- Prepares and delivers post mortem reviews when appropriate
Quarterly Business Review
- Plays a role in delivery of QBR and QBR preparation
- Identifies root cause and drives resolution on cross functional issues
- Leads account team in developing customized QBR materials as appropriate
- Project manages resolution of follow up actions from QBR's
Service Improvement Plan
- Develops, manages and delivers on a service improvement plan
Scheduled Reports
- Downloads required data and creates pre-defined reports as per defined schedule
- Delivers reports to stakeholder group and answers questions pertaining to the report
Client Management
- Reaches out to client(s) to clarify requests
- Makes recommendations of what data should be explored and debriefs with client to explain data insights and confirm report
Ad Hoc Reporting
- Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights
Contracts
- Prepares contract documents for execution, provides inputs to legal if leveraging lawyers; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claim
Qualifications- Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field
- 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
- Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
- Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
- Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention
- Strong business acumen with the ability to create, interpret, and present customer-facing business reviews, operational reports, KPI dashboards, service metrics, and executive-level recommendations
- Experience coordinating and collaborating with cross-functional stakeholders including Sales, Billing, Operations, IBX/Data Center Operations, Service Delivery, Technical Support, Engineering, and other business functions
- Excellent relationship management, communication, and stakeholder engagement skills, with the ability to build trusted partnerships across both customer and internal teams
Preferred Qualifications- ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification
- PMP certification or demonstrated project management experience
Knowledge of enterprise infrastructure technologies, including: - Virtualization platforms (Broadcom/VMware)
- Networking technologies (Cisco, Juniper, Arista, Dell, Fortinet)
- Storage technologies (VAST, NetApp, DDN, MinIO)
The targeted pay range for this position in the following location is / locations are:
Canada - Toronto Office TRO : 73,000 - 109,000 CAD / Annual
United States - Dallas Infomart Office DAI : 80,000 - 120,000 USD / Annual
United States - Tampa Office TAO : 80,000 - 120,000 USD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.
The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.
Equinix BenefitsAs an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.
Employee Assistance Program: An Employee Assistance program is available to all employees.
US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms.Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.
