Analista Sênior de Sucesso do Cliente ( Rio de Janeiro)

Equinix is the world’s digital infrastructure company, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners, and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value while supporting their sustainability goals.

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 embrace 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.

What you’ll be doing

1. Supports customer account base up to and including high complexity and strategic global accounts
2. Responsible for ownership and issue resolution. Situations require a high level of analysis, judgment, negotiation, and problem-solving
3. Monitors churn risk and proactively engages to reduce service-related churn within region or globally
4. Supports/enables non-standard customer requirements independently
5. Proactively identifies trends with Customer globally and methods to improve Customer experience
6. Onboarding strategic new logos, non-strategic and strategic customers independently
7. Uses judgment to determine the best method of interacting with customers during onboarding based on customers' needs and project scope
8. Able to support complex projects/implementations independently
9. Involved in global or regional Account team planning and coordination on strategic accounts
10. Post-sale tactical issue resolution
11. Acts as point of contact with customer on executive escalations or issues independently
12. Prepares and delivers post mortem reviews when appropriate
13. Plays a role in delivery of QBR and QBR preparation
14. Identifies root cause and drives resolution on cross-functional issues
15. Leads account team in developing customized QBR materials as appropriate
16. Project manages resolution of follow-up actions from QBR's
17. Develops, manages and delivers on a service improvement plan
18. Virtual team management for special customer projects

What we’ll expect from you

1. Advanced English required
2. Bachelor's degree preferred
3. 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 has been GPTW for several consecutive years.

About Us

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.

(US Applicants)

Please click here to see the “Know Your Rights: Workplace Discrimination is Illegal” poster and supplement.

Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.

Equinix participates in E-Verify. U.S. Citizenship and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. To learn more about the E-Verify program, please visit E-Verify.

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.