Engagement Manager - Elastic Engineering Team (Remote role in Mexico City / Jalisco)

OverviewWe're looking for a Engagement Manager / Technical Customer Success Manager, located in Mexico City or Guadalajara who will be responsible for managing aspects of our relationship with its Managed Services Customers.  You must possess customer facing skills that enable you to represent us well, within a customer’s environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. The right candidate will want to measure important performance indicators and be data-driven.If you get a thrill working with cutting edge technology and love to help solve customers’ problems, we’d love to hear from you. It’s time to rethink the possible. Are you ready? 

What you’ll be doing:

• Managing customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment.
• You will be the primary point of contact for one or more customers helping to plan as well as, oversee ongoing operations of our service delivery.
• Working with the customer, by utilizing your project management skills, to put together on-boarding schedules and tasks.
• Providing guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.

Qualifications & Experience:

• At least 7 years of relevant direct customer support experience
• At least 3 years of experience, in a technically oriented support role.
• Knowledge of AWS technologies
• Ability to handle multiple competing priorities in a fast-paced environment
• Some experience in writing operating procedures. Experience in setting and managing client expectations
• Strong verbal and written communication skills
• Solid experience in filtering and providing date and reports to customer, utilizing PowerPoint and or Excel.
• Ability to understand technical problems and translate between non-technical and technical teams.
• Demonstrated customer focus and advocacy
• Bachelor's degree preferred

#Onica#LI-VM1#LI-Mexico CityAbout 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.