Customer Advocacy Senior Manager, EMEA

About Equinix

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 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.

Job Summary

We are looking for a proactive and collaborative communications professional to join our Global Customer Advocacy team. This individual will combine an understanding of technology and a passion for storytelling to help manage and grow our customer advocacy program in EMEA. They will engage directly with customers through programmatic outreach and relationship management to help grow and operationalize a top-tier advocacy program which puts the customer at the center, while supporting business and revenue growth.

Responsibilities

• Recruit and manage F500/G2000 references and create impactful stories through written and video forms. Create and maintain in-depth customer profiles and contacts using tools such as Smartsheets, SFDC and internal AI tools.
• Partner with sellers and manage reference request fulfillment and track reference activity and outcomes.
• Collaborate cross functionally and cross regionally to drive opportunities for promotion and broad-based leverage of customer success assets.
• Work closely with the EMEA leadership team in order to support the ongoing needs of the region.
• A keen focus on stakeholder management where relationships internally & externally are critical for the program’s success.
• Collaborate with the Investor Relations & CEO office for quarterly earnings citations; identify new customers each quarter to be named in earnings and drive the approval process in the EMEA region.
• Secure customers to participate in joint storytelling with the media; partner closely with the PR team to proactively bring stories to life.
• Be a trusted advisor to the Customer and Revenue organization (CRO), including sales, marketing, brand and customer experience and support them on how/when to use references.
• Develop strategies for integrated customer reference engagement plans that showcase customer success via a variety of deliverables including: written, video, quotes, business and technical case studies and slide-ware.
• Develop customer story content and manage end-to-end content creation process with in-house and external agencies, including translation and localization needs.
• Increase program adoption and visibility.
• Produce monthly/quarterly reporting and regular communications to stakeholders.
• Foster and promote long-term, mutually beneficial customer relationships with a focus on developing win/win opportunities for Equinix and the customer.
• Ability to understand and articulate the value of the program to a variety of internal and external stakeholder audiences.
• Bring a strategic mindset to expanding the customer advocacy function within the geography.

Qualifications

• Several years experience and proven track record in customer advocacy, customer success, marketing, public relations or related field, in the B2B industry.
• An intellectually curious and passionate learner that is self-motivated to understand the “What” and “Why” and delights in winning over customers.
• Thrives in a fast-paced, highly matrixed environment, showcasing calm adaptability and a positive embrace of change as needed.
• Excellent English verbal and written skills.
• Superb presentations and client-facing skills, particularly at c-level.
• Strong project and program management skills.
• Creative and highly adaptable to changing environments.
• Good analytical skills.
• Tech-savvy and quick learner (i.e. Microsoft Office, Smartsheets, Salesforce, CRM tools).
• Some travel required (15% +/-).

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. 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.