Job SummaryResponsible for program delivery of multiple related projects and builds effective relationships with stakeholders.
ResponsibilitiesClient Services- Serve as the primary business representative to the client
- Represent the client's business interests to all EQX teams; ensure customer's business goals and EQX services are properly aligned
- Serve as the focal point for account, financial and organizational communication to/from the client and EQX
- Advise of all for technical and operational communication to/from the client and EQX
- Represent client's operational interests to all EQX teams
- Ensure that no operational request or need of the client goes unanswered or un-addressed
- Ensure that no business request or need of the client goes unanswered or un-addressed
Incident Response/Coordination- Ensures that executive communication occurs and proper messaging is delivered to key customer contacts and EQX senior management during and post incidents
Relationship Management- Ensures that EQX maintains relationships at all levels of the client organization up to and including the decision maker (and above if relevant)
Customer Data- Input and maintain customer organizational and contact data
- Input and maintain customer organizational and contact data in EQX systems
Reporting- Aggregate data, format and communicate data to the client
- Generate Monthly / Quarterly / Annual operational briefings and communicate to client
- Assist to aggregate, format and deliver data to client to assist client with audit, compliance and other business relationship related reporting projects
- Variable Usage (Bandwidth, Power, etc.) Consumables Management
Order Generation / Processing- Manages the generation of quotes and orders
Revenue Retention and Growth- Serves as the primary driver of new organic growth opportunities to increase revenue from existing clients
- Manages the renewal process as customer contracts expire
- Protects EQX customer relationships from competitive threats
Financial Management- Serves as the primary point of contact for customer financial concerns (Billing Errors, Credits, etc.)
- Serves as a resource for customer impacting financial transactions (eg. customer service of SLA credits)
Credit Processing- Request, justify and manage operational credits
- Gathers operational data as needed to calculate SLA and other operational credits
- Gathers, analyze and trend usage data of consumables products; report needed changes
- Present opportunities for more efficient usage to the client when they exist
Qualifications- 7+ years of experience in Program Management, Project Management, Technical Account Management, Customer Success, Operations, or a client-facing role supporting complex enterprise customers in technology, infrastructure, telecommunications, data center, government, or highly regulated environments.
- Bachelor's degree in Business, Project Management, Information Technology, Engineering, or a related field preferred;
- PMP, PgMP, Agile, or other project/program management certifications are considered an asset.
- Active Top Secret/SCI Full Scope Polygraph Clearance required.
- Strong client relationship management skills with the ability to serve as a trusted advisor, navigate complex customer environments, resolve escalations, support contract renewals, and identify opportunities for account growth and revenue retention.
- Experience supporting operational reporting, financial management, audit and compliance activities, incident communications, order processing, and service delivery within a fast-paced, customer-focused environment.
- Excellent communication, presentation, negotiation, and problem-solving skills, with the ability to translate technical and operational information into clear business outcomes for internal and external stakeholders, including senior leadership.
The targeted pay range for this position in the following location is / locations are:
United States - DC97 Washington DC : 130,000 - 194,000 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.
This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.
