Customer Success Manager IV - (Remote) - Colombia

Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support needs are met. Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support. Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization, identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation of Fanatical Support is upheld. Owns customer requests for component upgrades. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint.

Career Level Summary

• Has become mostly autonomous but still relies on manager for guidance on work.
• May provide guidance and training to new team members.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

Key Responsibilities

• Provides leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Reviews SLA claims. Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.
• Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained.
• Manages technical resource(s) to solve customer problems and escalations.
• Coordinates builds and maintenances.
• Renews customer contracts.
• Responsible for conversion of all component upgrades.
• Decisions impact the quality, efficiency and effectiveness of own team and closely related teams.
• May impact other related teams through quality of output and service provided.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Works on complex problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Completes mostly tactical work where learning is applied to new situations.
• Contributes to solution of business problems regarding operations, products, services or customers.
• Analyzes information, asks questions and checks for understanding using learned techniques and applying creativity in new situations.
• Applies acquired skills and experience to complete moderately complex tasks.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• May suggest improvements to existing processes and solutions to improve the efficiency of the team.
• Networks with internal and external contacts; recognizes the importance of relationships outside of specialty field.

Knowledge

• Advanced English
• Requires general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline.
• Applies understanding of how the team relates to other closely related areas to improve the efficiency of own work.
• Progressive knowledge of hosting environment.
• Ability to adapt working style and approach to best communicate with various
• business contacts.
• Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways.
• Demonstrated ability to influence decision making.
• Ability to understand and apply RAX customer support model and demonstrate value to customers.
• Expert interpersonal, written, and verbal communication and negotiation skills.
• Exhibits excellent attention to detail.
• Excellent creative problem-solving abilities.
• Advanced knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
• Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT.
• 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.
• Demonstrated leadership skills and qualities.
• Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
• Demonstrates a mastery of the Account Manager III role.

Education

• Bachelor’s degree required.
• At the manager’s discretion, additional relevant IT industry experience may substitute for the degree requirement.
• High school diploma required

Experience

• 3 to 5 years of prior account management experience. Relevant hosting/technology experience preferred. Previous sales experience preferred
• Experience working with global teams and customers

Work mode: Work from HomeJob Location: Colombia#LI-JR1#LI-RemoteAbout 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.