Business Support Specialist @ Equinix

The Business Support Specialist (Novation) provides commercial support and has the end-to-end accountability to fulfill optimally the global customer business contracting needs in relation with entity name changes, and contract/asset transfer, in support of predictable revenue performance and optimized customer experiences.

Responsibilities

• Liaises with (external and internal) customers to provide guidance, analyze needs, and project manage timeline and expectation

• Handles sensitive contracting information with exceptional due diligence

• Gathers customer requirements and translates into custom analysis and work plan

• Solves customer and commercial problems and analyses possible solutions using experience, precedents and exercises judgments based on the analysis of multiple sources of information

• Utilizes and updates organizational tools, data, and assets to support daily operational activities

• Creates contractual paperwork and exhibits/schedules and executes in systems in compliance with policies, processes, and service levels

• Engages with internal cross-functional stakeholders on approvals and dependent activities

• Follows up signatory requirements, contract timely activation in systems and paperwork archiving

• Facilitates non-standard agreement language, redline and dialogue between EQIX and customers

• Escalates internally or obtains management approvals for any process variance

• Assists external or internal inquiries for process guidance or claims

• Embraces ongoing changes due to audits, events or transformational/alignment directions

• Continuously voice up suggestions, and find better ways to support customers, operate as a team, adopt processes, utilize systems, and consume data and performance metrics

• May assist with the onboarding for new team members

• May contribute on global programs/projects; may lead functional projects

• May perform other duties as required

Qualifications

• At least 5 years relevant professional experience

• Sound analytical and project management skills and experience

• Excellent verbal, presentation and written communication skills and ability to interact effectively with external customers, internal stakeholders, at all seniority levels

• Ability to explain complex information simply and clearly

• Experience working cross-regions, with sales and other cross-functional departments for MNC

• Understand key business/customer drivers and at ease with corporate applications (eg CRM, ERP, BI)

• Experience supporting quote-to-cash, and/or sales contracting operations

• Self-motivated team player able to work without supervision, set priorities, create plans, solve roadblocks, and meet deadlines

• Ability to work in a fast-paced environment and stay focused, diligent under pressure

• Ability to exercise sound judgement, be impartial while remaining customer obsessed and a trusted partner/advisor

• Proactive, curious, continuously learning, self-reflecting, and sharing knowledge/experience

• Excellent MS Office skills (Word, Excel, PowerPoint etc)

• Experience (desirable) with process support, data/metrics, and systems

• Experience (desirable) working in Data Center, Cloud or Telecom industry, in Business, Revenue, Sales, Customer Care, Legal and/or Finance Operations department