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Tampa, Florida, United States · Hybrid
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Tampa, Florida, United States · Hybrid
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Tampa, Florida, United States · Hybrid
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Tampa, Florida, United States · On-site
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Tampa, Florida, United States · On-site
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Manage post-sale support and onboarding for small to large strategic global accounts, focusing on issue resolution and churn reduction. Lead the delivery of Quarterly Business Reviews and develop service improvement plans to enhance customer experience.
Requires the ability to handle high-complexity accounts and executive escalations independently. Must be proficient in data exploration, complex reporting, and resolving standard contractual claims.
Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
Supports small to large sized field, major, or channel accounts on post sale support items issues and onboarding.
Account 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
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.
As 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.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.
We use artificial intelligence in our hiring process. Learn more here.
This posting is a new position within our organization.The world's digital infrastructure company®
Equinix (Nasdaq: EQIX) is the world’s digital infrastructure company®, enabling digital leaders to harness a trusted platform to bring together and interconnect the foundational infrastructure that powers their success. Equinix enables today’s businesses to access all the right places, partners and possibilities they need to accelerate advantage. With Equinix, they can scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value.
Offices: One Lagoon Drive, Redwood City, California 94065, US · Luttenbergweg 4, 1101 EC, Amsterdam, NL · Units 6501-04A & 6507-08, 65/F, International Commerce Centre,, 1 Austin Road West, Kowloon, Hong Kong, Hong Kong, HK · 1188 E Arques Ave, Sunnyvale, CA 94085, US · 639 Gardeners Rd, Sydney, NSW 2020, AU
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