Director - Customer Care - EMEA - Equinix - London

Job description

The Director, Customer Care EMEA will play a critical role in transforming the Client Services organization and growing Equinix to $3B in revenue over the next 3 years. This individual will manage an organisation of 90+ professionals in the Equinix Service Desk (SD) and Client Service Management (CSM) teams.

Additionally the succesful candidate will be responsible for customer solution specifications, project delivery, expectation management, post-sales customer management, performance reviews and escalation management through the CSMs embedded with the sales teams in each Equinix EMEA country.

The role will be directly customer facing in regard to customer satisfaction, delivery of Equinix solutions and response to incidents and will have complete responsibility for post-sales customer engagement.

Additional responsibilities :

Manage, define and grow the Service Desk Organization across EMEA
Expand the CSM team to support the sales team with analytics and service reporting on terminations, migrations, credits and other negative revenue transactions; resolving complex billing disputes and working with the Billing department; and monitoring the accurate billing of complex contracts on an ongoing basis. Providing On-boarding and Deployment oversight services for Clients.
Continuously analyze the processes followed by the Customer Care organization and make recommendations for improvements
Own the process documentation and training function for the Customer Care organization
Lead the charge on defining the systems requirements of the Customer Care organization and work with the IT department to drive systems projects and enhancements
Define performance metrics for the Customer Care organization and deliver management reports and customer facing reporting
Stand up a function to provide sales reps with regular reporting on service related items for their clients
Manage various internal and cross functional projects as needed
Manage the budget of the Client Services organization and keep track of vendors and other expenditures

Key Outputs:

Overall Satisfaction improvement as measured by Equinix’s OSAT system.
Tracking of Customer Incidents and demonstrable resolution and feedback for case closure
Setting, Raising and exceeding case handling KPIs for the SD and CSM organisation
Leading Incident Management response for EMEA
Reporting and follow up on operations customer reports and escalations
Specifications for customer facing systems such as Equinix Customer Portal and Customer Supporting Systems such as Remedy Incident Management

Desired Skills and Experience

We are looking for a leader with proven experience in setting up / running a Customer Service function across EMEA .

Excellent project management and multitasking skills required.
Outstanding service approach and interpersonal skills – ability to professionally communicate and interact across all levels of internal and external organizations. Effectively communicate at C-Suite level.
Self-starting with strong organizational and interpersonal skills, an ability to balance competing requirements to deliver maximum profitability
Experience with operations support and/or customer relationship management systems (e.g. Sales Force.com, Clarify, Remedy, Siebel, Oracle, etc.)
Ability to work and adapt in a fast paced and rapidly changing environment

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!