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Who are we?
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.
Customer Onboarding
Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope
Uses the 3 Phase Methodology for onboarding:
Phase 1 - Conducts pre-onboarding for key customers
Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
Phase 3 - Continuous Follow-up: Within a moderate scope, follows up with key customers
All Phases:
Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.
Able to communicate with customers what other teams at Equinix do and how customers should utilize them
General:
Collects in depth information about the customer, so that the experience is personalized
Proficient in Equinix's processes, policies and escalation paths
Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals
Able to articulate trends for this customer
Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business.
Able to use prior information to inquire more deeply about the customer
Adoption and Customer Success Management
Develop, maintain and track progress of a Customer Success Plan within a moderate scope
Drive product and process adoption by understanding customer usage trends of key customers
Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education.
Collect customer feedback, providing it to relevant teams to improve the customer experience
Proactively identifies feedback trends across customers and drives process improvements for key accounts
Proactively review product utilization and propose potential solutions for key customers
General:
For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
Acts as a customer advocate
Ensure smooth and clear handoff to/from internal teams
Proactively reaches out to customers to touch base (i.e. heath check) on key customers
Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices
Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope
Issue and Escalation Management
Assess issue/escalation to validate, prioritize and progress accordingly
Manage, document and raise visibility of critical escalations as appropriate
Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management
Identifies process improvement opportunities or plans while leveraging what is already in place
Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required
General:
Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope
Provides globally consistent communication
Account Management & Retention
Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope
Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs
General:
Drives high customer satisfaction
Able to support moderate customer projects independently and more complex projects under supervision
Qualifications
3+ years experience preferred
Bachelor's degree preferred
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.
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Environmental Resources Management (ERM) is a leading global provider of environmental, health, safety, risk, and social consulting services. ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients.
The business of “sustainability" reflects what we do to support our clients as they strive to attain their business goals. Sustainability and business are now inextricably linked and as an expert in sustainability, we play a role in helping companies achieve their objectives with an understanding of how this impacts wider society and the environment. All staff in ERM at all levels are passionate about the environment and delivering sustainable solutions for the world’s leading organisations and this leads to a great working environment that is both challenging and rewarding.
ERM is committed to providing a service that is consistent, professional and of the highest quality to create value for our clients. Over the past five years we have worked for more than 50 percent of the Global Fortune 500 delivering innovative solutions for business and selected government clients helping them understand and manage the sustainability challenges that the world is increasingly facing.
Our EMEA region is hiring a 1st line Support Technician to meet the demand of growth within the organisation. They will provide support to our Global workforce encompassing 40 Countries with 160 offices and over 7,500 staff members covering the entire spectrum of consulting services offered by ERM. This role is based in ERM’s KL office.
The culture at ERM is hardworking and very team-oriented. Most of the projects undertaken by ERM consultants are deadline driven so the Service Desk queries need to be resolved within a tight timescale and therefore, the position requires someone who is good at prioritizing, multitasking, and passionate about providing service and support. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible.
The role coordinates fulfilment of requests to maintain high levels of satisfaction with IT services. Technicians are responsible for all activities to respond to Complexity 1 requests and incidents.
Providing a single point of contact and end-to-end responsibility to ensure submitted requests have been processed via ticketing system and via Phone calls.
Providing initial triage, resolve or determine which IT resources should be engaged to fulfil them. Escalating service requests in line with established service level targets ensuring tickets are appropriately logged.
This position will utilize IT Service Management (ITSM) best practices such as ITIL to ensure new and existing services offered by IT are thoroughly understood, and operating successfully towards OLA and SLA targets
Main Duties:
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Who we are
Build your best future with the Johnson Controls team.
As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!
What you will do:
How you will do it:
What we look for:
What we offer:
#LI-GO1
#LI-Onsite
Official account of Jobstore.
Who we are:
Build your best future with the Johnson Controls team
As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!
What you will do:
Service Account Manager role will be responsible to lead all aspects of the day-to-day activities of field technician team and plan monthly customer routes. To maintains customer happiness while balancing financial goal and to ensure safety compliances and polices are met. Analyze teams’ performance and recommend best suited changes to ensure profitable outcome.
How you will do it:
What we look for:
What we offer:
#LI-LW2
#LI-Onsite
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