Senior Managed Services Delivery & Accounts Lead

Equinix, Inc; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

PTO / Paid holidays

Job summary

Equinix, Inc. is seeking an experienced Service Management professional to support a broad base of global accounts, including high-complexity customers. You will own post-sale issues, manage onboarding, and drive customer insights through reports and QBRs.

Responsibilities include proactive churn reduction, cross-functional collaboration, and delivering service improvement plans. Strong ITSM experience and stakeholder management are essential.

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 modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
• Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
• Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention

Responsibilities

• Supports customer account base up to and including high complexity and strategic global accounts
• Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving
• Monitors churn risk and proactively engages to reduce service-related churn within region or globally
• Supports/enables non-standard customer requirements independently
• Proactively identifies trends with Customer in globally and methods to improve Customer experience
• Post-sale tactical issue resolution
• Acts as point of contact with customer on executive escalations or issues independently
• Prepares and delivers post mortem reviews when appropriate
• Plays a role in delivery of QBR and QBR preparation
• Identifies root cause and drives resolution on cross functional issues
• Leads account team in developing customized QBR materials as appropriate
• Project manages resolution of follow up actions from QBR's
• Develops, manages and delivers on a service improvement plan
• Downloads required data and creates pre-defined reports as per defined schedule
• Delivers reports to stakeholder group and answers questions pertaining to the report
• Reaches out to client(s) to clarify requests
• Makes recommendations of what data should be explored and debriefs with client to explain data insights and confirm report
• Creates complex ad hoc reports, using insights from data exploration to build comprehensive reports with visualizations and insights
• Prepares contract documents for execution, provides inputs to legal if leveraging lawyers; resolves standard contractual claims and disputes (e.g. change orders) by gathering information and preparing materials from comparable situations to address claim

Skills

Account management

Customer success

Data analysis

Churn analysis

Negotiation

Education

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

Tools

ServiceNow

Jira Service Management

Job description

Equinix, Inc. is seeking an experienced Service Management professional to support a broad base of global accounts, including high-complexity customers. You will own post-sale issues, manage onboarding, and drive customer insights through reports and QBRs.

Responsibilities include proactive churn reduction, cross-functional collaboration, and delivering service improvement plans. Strong ITSM experience and stakeholder management are essential.