Senior Managed Services Account Manager

Equinix; Toronto; On-site; CAD 73,000 - 109,000; Full time

Benefits offered by this job

Employee Assistance Program

US Benefits (as applicable)

Canada Core Benefits

Paid vacation & holidays

Job summary

Equinix in Toronto, Canada, seeks an experienced Account/Service Manager to support complex, global accounts post-sale and guide onboarding. You will own issue resolution with high analytical rigor, monitor churn, and drive client satisfaction.

You’ll prepare QBRs and implement service improvements, delivering predefined and ad hoc reports for stakeholders. The role emphasizes cross-functional collaboration across Sales, Operations, and Engineering, leveraging ITSM tools and data-driven insights

Qualifications

• 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 ITSM platforms such as ServiceNow, Jira Service Management, or equivalent tools
• Ability to identify opportunities for account growth and adoption of managed solutions
• Experience analyzing customer trends and driving corrective actions to improve satisfaction and retention
• Strong business acumen with ability to present executive-level reviews and KPI dashboards
• Experience coordinating with cross-functional stakeholders including Sales, Billing, Operations, Service Delivery, and Engineering
• Excellent relationship management and stakeholder engagement skills

Responsibilities

• Supports customer accounts up to high complexity and strategic global accounts
• Owns issue resolution with high analysis, judgment and negotiation requirements
• Monitors churn risk and reduces service-related churn
• Supports non-standard customer requirements independently
• Identifies trends with customers to improve experience
• Post-sale tactical issue resolution and executive escalations
• Delivers post-mortem reviews when appropriate
• Supports QBR delivery and prepares customized QBR materials
• Develops and delivers a service improvement plan
• Downloads data and creates predefined reports
• Interacts with clients to clarify requests and explains data insights
• Creates complex ad hoc reports with visualizations and insights
• Prepares contract documents and coordinates with legal on standard claims

Skills

ITSM tools

ServiceNow

Jira Service Management

Account management

Data analysis

KPI reporting

Cross-functional collaboration

Education

Bachelor's degree in IT/CS/Engineering/Business

Tools

ServiceNow

Job description

Equinix in Toronto, Canada, seeks an experienced Account/Service Manager to support complex, global accounts post-sale and guide onboarding. You will own issue resolution with high analytical rigor, monitor churn, and drive client satisfaction.

You’ll prepare QBRs and implement service improvements, delivering predefined and ad hoc reports for stakeholders. The role emphasizes cross-functional collaboration across Sales, Operations, and Engineering, leveraging ITSM tools and data-driven insights