Job Details

Customer Success Manager (Remote)

Rackspace Technology

Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Ensures that operational teams have a clear understanding of client requirements. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s). Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

• Requires working knowledge and experience in own job discipline and broadens capabilities.
• Continues to build knowledge of the company, processes and customers.
• Performs a range of assignments related to job discipline.
• Uses prescribed guidelines or processes in analyzing situations.
• Receives a moderate level of guidance and direction.

Critical Competencies

• ccount Development: Builds relationships with customer account team, including key buyers/decision makers. Assists in creating opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to build customer account. Understands and reports a customer's business issues through appropriate organization channels.
• Customer Knowledge: Develops basic understanding of customer's organization, key offerings and business goals. Learns about customer's key leaders/decision makers from internal customer relationship management system Develops basic understanding of customer's industry and competitive market.
• Service Delivery Effectiveness: Uses standard tools to report routine service delivery metrics. Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standards. Understands where service gaps can occur within scope of own work.
• Active Listening: Demonstrates attention during discussions by taking notes and asking clarifying questions. Demonstrates awareness of non-verbal behavior/cues (i.e., body language) when listening and communicating. Restates and reflects back information to check for understanding.
• Multi-tasking & Prioritization: Accurately keeps track of details and deliverables. Assesses the relative importance of tasks and activities assigned. Applies judgment to make trade-offs on time and resource allocations when faced with competing demands.

Key Responsibilities

• Other Incidental tasks related to the job, as necessary.
• Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).
• Provides input to, and executes on, churn mitigation strategies.
• Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.
• Conducts monthly service reviews, preparing MAR/QBR materials.
• Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.
• Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.
• Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.
• Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
• Supports Client Executives in the preparation and facilitation of customer visits; in discussions with Legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.
• Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances.
• Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.).

Knowledge

• Requires expanded conceptual knowledge in own job discipline and broadens capabilities.
• Understands key business drivers; uses this understanding to accomplish own work.
• Working knowledge of hosting environment.
• Building knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
• Basic understanding of Rackspace's differentiator in the market.

Skills

• Ability to adapt working style and approach to best communicate with various business contacts.
• Ability to understand and apply RAX customer support model and demonstrate value to customers.
• Strong interpersonal, written, and verbal communication skills.
• Exhibits excellent attention to detail.
• Excellent creative problem-solving abilities.
• Flexible and adaptable to work schedule based on customer need.
• Ability to thrive in a complex and rapidly changing environment.
• Able to prioritize and highly varied work level in order to maintain required productivity levels.

Education

• Bachelor's Degree in field related to role required.
• At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.

Certifications

• ITIL certification preferred.

Experience

• 2 - 4 years of experience in the field of role required.
• Prior account management experience highly desirable.
• Relevant hosting/technology experience preferred.
• Previous sales experience preferred.

Travel

• Occasional domestic/international travel, less than 50%

Are you a Racker?Rackers thrive in fast-paced environments built to inspire learning, growing, and innovating. They are mission-inspired, values-grounded, culture-focused, and dedicated to making a positive impact in everything they do. Rackers are inherently wired to solve problems and share ideas in small, nimble teams. As experts in what they do, Rackers are serious about delivering a Fanatical Experience to our customers. Rackers are valued members of a winning team on an inspiring mission and we want you to join the Racker family!

Why work at Rackspace Technology?Find your fanatical. We deliver the best customer experience in the industry to businesses that perform life-saving research, power cities, and feed millions. Come as you are. Cultivating inclusion is not just the right thing to do, it enables us to win. Our Executive Inclusion Council and Racker Resource Groups (RRGs) partner to enable an inclusive workplace and drive initiatives such as Rackspace's participation in the annual Texas Conference for Women. Satisfy your curiosity. No matter where you are going, we can help you get there. Our internal learning department, Rackspace University, provides training and development to Rackers - from Microsoft certifications to effective leadership training - our goal is to help you grow. Make a difference. At the core of every Racker is a drive to leave the world better than we found it, and we are passionate about giving back to our communities across the globe. While Rackers can leverage paid volunteer time off for any cause, our Rack Gives Back program creates opportunities for Rackers to give their time and talent to others. Live life completely. We offer a well-rounded suite of health and wellness programs that help our Rackers achieve a healthy and balanced lifestyle. So while our Rackers are busy taking care of our customers, we take care of our Rackers. #LI-Remote #LI-CM1"The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is 54,300-70,500. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here."

About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world's leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace TechnologyThough we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
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