Analista Sênior de Sucesso do Cliente ( Rio de Janeiro)

Who are we?

Analista Sênior de Sucesso do Cliente ( Rio de Janeiro)

Equinix is the world’s digital infrastructure company, operating 250 data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20+ years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We accept diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Our customer success team is responsible for managing and supervising all services and demands in search of the customer's happiness and retention and guarantee customer experience.

Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.

What you’ll be doing

·        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

·        Onboarding strategic new logos, non-strategic and strategic customers independently

·        Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope

·        Able to support complex projects/implementations independently

·        Involved in global or regional Account team planning and coordination on strategic accounts

·        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

·        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

·        Develops, manages and delivers on a service improvement plan

·        Virtual team management for special customer projects

What we’ll expect from you

·        Advanced English required

·        Bachelor's degree preferred

·        Previous Experience as a customer service or customer experience (large accounts/ B2B) required

What will be the difference if you have

·        Experience in IT / Data Center industry

Why Equinix

The opportunity to be part of the digital transformation in the world in a company that was elected by the employees as the best places to work by Glassdoor and it´s is GPTW for several consecutive years.

“Equinix is an equal employment opportunity employer.  All qualified applicants will receive consideration for employment without regard 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.”

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.