Senior Regional Escalation Manager - Emea

Equinix, Inc. Amsterdam , NY 12010

Posted 2 weeks ago

Senior Regional Escalation Manager - EMEA

Equinix is currently seeking a Senior Regional Escalation Manager (REM) in EMEA to play a key role in effective de-escalation when a customer requires an enhanced level of interaction and personalized service during an executive-level escalation. The Senior REM establishes a trusted short-term advisor relationship that works to ensure the customers' overall satisfaction with Equinix is restored.

The Senior Regional Escalation Manager will manage the resolution of customers' critical issues by developing a success-driven plan and leading a cross-functional teams including: Sales, Customer Success, Operations, Finance, Product and Support. This role is also responsible to drive account escalation communications and visibility on each account escalation to internal stakeholders including the account team and executive management.

Responsibilities:

  • Lead escalations with a calm, unbiased approach in crisis situations exuding confidence

  • Exercise independent judgment within generally defined policies and practices to identify and recommend solutions

  • Drive visibility into customer escalation trends and work to get ahead of escalations proactively

  • Build strong partnerships and works closely and collaboratively with cross-functional teams in order to manage complex customer situations

  • Manage recommendation(s) status updates with stakeholders and cross-functional teams

  • Perform retrospectives to deeply understand root cause analysis and key drivers to the customer concern, provide input back to the team on how to apply the lessons learned to either prevent the issue(s) from occurring or create early warning indicators

  • Meet with and present to customer executives at the program level and help to set and reset customer expectations on status and timeline to restore the customer's confidence in Equinix

  • Prepare and deliver postmortem review and lesson learned reviews to share with stakeholders and leadership, have ability to identify and gather themes and issues that exist across multiple customers to build new ways of resolving challenges and meeting customer needs

  • Provide regular reporting internally to leadership audiences, through C-level, on active account escalation status - highlighting risks, issues and recommendations for improvements

  • Trend and track escalation factors, customer feedback and develop and manage recommendations tracking process

  • Responsible for day to day management (including tracking and updating cases managed)

Qualifications:

  • A wealth of experience in a customer-facing support role(s) and demonstrable experience in escalation management

  • Ability to see the bigger picture in situations

  • Strong negotiation and objection handling skills

  • Possess the type of magnetic personality that naturally builds relationships and instills trust

  • Creative, forward-thinking, problem-solving, and solutions-oriented mindset with the ability to deeply understand the impacts to customers

  • Willingness to jump in and lead complex high friction situations and ensure needed communication throughout

  • Demonstrated ability to build positive relationships; being an influential team player

and have an ability to work in a culturally diverse environment

  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Power Point and Excel).

  • Experience in a technical industry; preferably IT - telecommunications or data centers is a plus

  • Highly organized, detailed, able to multitask and prioritize tasks with a goal of driving issues to closure

  • Able to interact with all levels of internal and external clients, may work with government/governance bodies

  • Project management certification/experience preferred

  • Up to 10% travel annually - both domestically and internationally

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Senior Regional Escalation Manager - Emea

Equinix, Inc.