Client Service Supervisor Job in San Jose 95131, California US
About Equinix
Equinix, Inc. (Nasdaq: EQIX) operates International Business Exchange (IBX) data centers offering businesses a place to reliably run their operations and securely exchange critical information in North America, Europe and Asia-Pacific. Every day, without compromise, the people who control the world's most valued information assets place their trust in us, leveraging our insight, expertise and world-class service to protect and connect what matters to them most--their information.
Why Equinix
As a recognized global leader in its industry, Equinix employs dedicated, driven experts who take pride in their work. When you choose to work for Equinix, you're not just picking a job, you're embarking on a career. You're not just working at a company, you're joining a vital, global team.
The Client Service Supervisor manages a team of Client Service Managers who drives and manages the life cycle of order processes and implementation of services to clients at Equinix International Business Exchange (IBX) facilities. The Client Service Managers are the primary point of contact for clients, providing exemplary customer service. They are the liaison between the client and Equinix internal groups and will drive client issues to resolution. The Client Service Supervisor will also manage a smaller number of customers in order to keep their pulse on processes and procedures.
Supervisor Responsibilities
- Supervise team of Client Service Managers
- Serve as escalation point, answer questions help resolve issues
- Provide leadership and mentor staff
- Coordinate and manage regular one-on-ones and team meetings
- Monitor individual performance of direct reports against goals in annual performance evaluation (review queues, gather stats, etc.)
- Create and deliver regularly scheduled reviews and goals
- Participate on cross-functional teams on policies and procedures
- Develop and maintain process expertise
- Assist with interviewing and manage new hire processes
- Develop training plans and schedule and/or deliver training
- Implementation Responsibilities
- Serve as primary point of contact for pre and post-sales support to internal and external clients
- Serve as the client's advocate
- Manage client requests
- Develop and maintain client profiles
- Coordinate and manage customer quarterly business reviews
- Understand client's evolving service and support requirements
- Responsible for overseeing the sales order process from receipt through billing
- Educate and orient client to Equinix policies and procedures
- Serve as client's point of escalation
- Resolve cross functional issues on behalf of clients
- Drive process and policy changes
- Understand the nuances of individual IBXs
- Develop and build relationships with cross-functional teams
- Solve complex problems and develop innovative solutions
- Develop and maintain Client Services' procedures. Provide on-going support.
- Collaborate with other members of the Client Services Team
- Assist with departmental training
- Coordinate and manage effective meetings
- Occasional travel
Qualifications Experience
- 7+ years experience in Customer Service and/or Account Management
- 3+ years of supervisory experience
- BS/BA degree or equivalent
- PMP Certification preferred
- Ability to project manage, multitask and follow through
- Outstanding interpersonal skills '' ability to professionally communicate and interact with all levels of internal and external customers
- Excellent problem resolution skills
- Ability to work and adapt in rapidly changing environment
- Process orientation, analytical and deductive reasoning skills
- Excellent English written and oral communications skills
- Relationship building skills
- Negotiation skills
- Ability to work independently with minimal management guidance
- Experience with customer support systems (e.g. Clarify, Remedy, Siebel, Oracle, etc.)
- Strong knowledge and experience with telecom circuit ordering and provisioning
- Knowledge of Internet, hosting, network and telecommunications services industries
- Demonstrate strong team leadership skills
**Equinix is an Equal Opportunity/Affirmative Action Employer.
