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Junior Customer Success Analyst

2 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Equinix Tempo inteiro

Who are we?

Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you—because when you feel valued, you're empowered to do your best work.

Job Summary

Supports smaller-sized inside sales or field accounts on post sale support items issues and onboarding.

Responsibilities

Account Type

  • Supports inside sales accounts, field accounts or smaller in market/country revenue including new logos - typically 25K MRR or less per account
  • Number of accounts supported are typically under 25 accounts although if smaller accounts (sub $10K MRR) than the volume of accounts supported could be higher

Account Support

  • Supports customer accounts
  • Acts as a customer advocate
  • Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
  • Engages customer to reduce service-related churn risk within region with minimal direction from leadership
  • Supports/enables non-standard customer requirements
  • Proactively identifies trends with Customer in region and methods to improve Customer experience

Onboarding/Implementation Project Coordination

  • Onboards up to medium size Customer new logos and non-strategic customers independently
  • Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope
  • Able to support projects/implementations independently
  • Involved in regional Account team planning and coordination

Issue and Escalation Handling

  • Post-sale tactical issue resolution
  • Acts as point of contact with customer on escalations or issues independently
  • Tactical preparation and delivery of post mortem reviews when appropriate

Quarterly Business Review

  • Plays a role in delivery of QBR and QBR preparation
  • Utilizes standard QBR offering with minimal customization
  • Project manages resolution of follow up actions from QBR's

Service Improvement Plan

  • Manages and delivers on a service improvement plan

Global Account Leadership

  • Coordinates cross-regional customer needs without guidance

Qualifications

  • Intermediate English
  • Bachelor's degree preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.