Customer Success Manager 3, Bilingual (fluent French‑Canadian and English)

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 SummaryIn this role, you will provide best-in-class support through the evaluation of customer loyalty and oversight of regional or global customers with minimal direction from management. Typically manages a smaller number of more complex accounts independently with minimal supervision. Is a seasoned, experienced professional with a full understanding of the area of specialization, while working on problems within a diverse scope.ResponsibilitiesOnboardingAlignment and expectation managementCoordinate product training sessionsValidate customer goals and success criteriaDocument onboarding milestones and timelinesOrientation to Equinix policies and processes RenewalsMitigate renewal risks through win-back processDrive renewal strategy playbookPrepare renewal proposals and pricing adjustments (TBD)Identify upsell opportunities during renewal discussionsCreate renewal risk mitigation plansCustomer Relationship ManagementCustomer Business ReviewsCustomer Success Plan developmentChurn forecasting and mitigationTrusted advisor to customerProvide strategic guidance on industry best practicesAdvise on optimization and cost-saving measuresAct as the voice of the customer internallyParticipate in customer steering committeesUp-sell/Cross-sellMonitor Health Score (Adoption Explorer)Identify Expansion opportunities (Success Leads)Collaborate with sales on joint account planningTrack expansion pipeline and conversion ratesIdentify strong NPS advocatesTrack NPS survey responsesEngage promoters for case studies and testimonialsInvite advocates to reference programs and eventsIdentify detractors and assess SIPsIssues and EscalationsCommercial EscalationsCoordination of billing escalations that impact revenueLow Product Adoption and ROI ConcernsReview product usage data to identify which features are underutilizedHighlight features that align with the customer's prioritiesAnalyze usage data to find features that could deliver additional valueExecutive DissatisfactionGather feedback on pain points and escalate internally if needed• Coordinate internally as needed for improvement plansQualificationsLanguage requirement: Bilingual (fluent French-Canadian and English) is mandatory5+ years experience preferredBachelor's degree preferredRésumé du posteDans ce rôle, vous offrirez un soutien hors pair, notamment en évaluant la loyauté de la clientèle et en vous occupant de clients régionaux et internationaux, avec une supervision minimale par la direction. Typiquement, vous serez responsable de gérer de manière indépendante, avec un minimum de supervision, un nombre restreint de comptes à complexité élevée. Professionnel expérimenté, vous avez une excellente compréhension du domaine de spécialisation tout en sachant travailler sur des dossiers divers.ResponsabilitésAccueilIntroduire les clients à l'environnement d'Equinix et gérer leurs attentesCoordonner les séances de formation concernant les produitsValider les objectifs clients et les critères de succèsConsigner les étapes charnières et l'échéancier d'accueilPrésenter les politiques et processus d'EquinixRenouvellementMitiger les risques liés au renouvellement par le biais d'un processus de reconquêteExécuter la stratégie de renouvellementPréparer les propositions de renouvellement et des ajustements tarifaires (à déterminer)Cerner les occasions de ventes supplémentaires durant les discussions de renouvellementCréer des plans d'atténuation des risques liés au renouvellementGestion des relations clientsExaminer les dossiers clientsDévelopper des plans de succès clientProposer des prévisions et mesures de mitigationPrestation de conseils aux clientsFournir des conseils stratégiques concernant les pratiques exemplaires dans l'industrieConseiller sur des mesures d'optimisation et d'économieSe faire la voix des clients à l'interneParticiper aux comités directeurs des clientsVentes supplémentaires et croiséesSurveiller le score de santé (explorateur d'adoption)Déterminer les occasions d'expansion (clients potentiels)Collaborer avec l'équipe de ventes aux fins de planification de comptesFaire le suivi du bassin d'expansion et du taux de conversionDéterminer les champions d'indice de recommandations clients (IRC)Faire le suivi des réponses au sondage d'IRCFaire appel à des clients champions pour des études de cas et des témoignagesInviter des clients champions à relayer des programmes et événementsRepérer les détracteurs et évaluer les plans d'incitatifs à la venteProblèmes et interventionsRéaliser des interventions commercialesCoordonner les interventions liées à la facturation et ayant une incidence sur les revenusFaible adoption de produits et enjeux de RISurveiller les données sur l'utilisation des produits afin de cerner les fonctionnalités sous-utiliséesMettre en valeur les fonctionnalités qui répondent aux priorités des clientsAnalyser les données d'utilisation afin de déterminer les fonctionnalités ayant une valeur ajoutée potentielleInsatisfaction de la directionRecueillir de la rétroaction sur les éléments d'insatisfaction et la porter à l'attention des responsables à l'interne, au besoinCoordonner à l'interne, au besoin, pour mettre en place des plans d'améliorationQualificationsExigence linguistique : bilingue (français canadien et anglais) obligatoireAu moins cinq (5) ans d'expérience, de préférenceBaccalauréat, de préférenceThis posting is a new position within our organizationThe targeted pay range for this position in the following location is / locations are:Canada : 88,000 - 132,000 CAD / AnnualOur 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.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. Apply tot his job Apply To this Job