Job SummaryThe Technical Account Manager (TAM) Staff (Specialist level) is a seasoned experienced professional that provides on-going technical customer account support while working on problems within a diverse scope. Focused on mid/large strategic customer accounts to ensure the investment value of Equinix services. Onboards and advises customers during installations and configurations, engages managed service offerings, trains customers on technical product topics (including new features and capabilities) and serves as a seasoned technical advocate for assigned our customer accounts. Receives little instruction on new assignments.
ResponsibilitiesAdoption and Implementation
- Uses seasoned technical experience to understand the customers needs and resolves customer business challenges, as they relate to their technical environment and their usage of Equinix product and services within a diverse scope
- Provides seasoned technical support to mid/large account customers on technical design details, technical guidance, and supports the deployment and configuration of Equinix digital products
- Provides technical implementation support to customers in implementing technical solutions and/or products within a diverse scope
- Onboards and advises mid/large key customer clients during installation and configuration process; engages managed service offerings and partners with customers to revolve diverse technical issues
Advocacy and Support
- Serves as a specialist advisor on mid/large sized customers on supporting diverse technical customer matters, such as: when and how to consider expanding their platform, how to adopt new features, and when to upgrade software and/or hardware
- Provides onboarding support and advises clients during installations and configurations; engages managed services offerings, and partners with customers on how to approach and resolve business needs within a diverse scope
- Hosts trainings to customers on specialized technical product topics, including new design features and capabilities
- Monitors communications between the customers, Equinix and partners to resolve the customer's infrastructure matters within a diverse scope
Solution Review and Consultancy
- Advises the customer on specialized technical matters, such as: when to consider expanding their platform, how to adopt to new features, and when to upgrade software and/or hardware
- Serves as a primary focal point for experienced technical questions, ideas, and issues within a diverse scope
- Monitors diverse customer environments and establishes metrics to assist with the development of recommendations to improve performance of resolving specialized integrated systems and infrastructure
- Provides specialized experienced level assessments to meet customer objectives and business requirements by creating a implementation roadmap and milestone/Key Performance Indications (KPIs) within a diverse scope
Engagement and Learning
- Shares knowledge and best practices with customers on specialized technical matters
- Conducts specialized design demonstrations and reviews of Equinix virtual products for mid/large strategic customer
- Hosts customer training and learning sessions on design usage
Best Practice Development
- Gathers customer feedback and translates the business needs into effective recommendations for specialized level product organization
Collaboration / Communication
- Assists account teams in efforts to maintain existing customer relationships and identify new opportunities
- Proactively manages specialized level customer situations
- Coordinates actions of the team to ensure customers and internal stakeholders have the information required to make decisions to resolve diverse issues quickly and ensure customers are receiving value from their platform and driving adoption
- Collaborates and communicates with multiple internal teams to ensure specialized customer support resolution
- Actively contributes to a positive team culture
Subject Matter Expertise
- Demonstrates specialized knowledge of Equinix virtual products to design, build, and troubleshoot diverse customer deployments
- Articulates seasoned level knowledge of Equinix products and technical domains including: networking, security, cloud, data science, compute, application development, and enterprise applications
Relationship Management
- Builds strong working relationships with technical counterparts while supporting specialized customer accounts in their use of Equinix digital products
- Dedicated to support mid/large customers consuming a diverse amount of virtual products
Qualifications- 5+ year's professional experience, Bachelor's degree or equivalent experience
This posting is a new position within our organization.The targeted pay range for this position in the following location is / locations are:
Canada - Toronto Office TRO : 99,000 - 149,000 CAD / 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.
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.
