IT Delivery Manager- US

** IT Services experience needed** Sales expereience a plusJob Summary: Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace sales and support infrastructure to ensure the customer’s technical 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. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint. Has insight and understanding of the customer market position and advises on how Rackspace can be a strategic partner in reaching customer goals and objectives. Work Location: Remote

Key Responsibilities:

• Owns the customer relationship, influencing and interacting and the C-Suite level.
• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers, as well as strategic planning 6 months, 1 year and 2 years in advance.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining, developing a customer contact strategy and pricing/growth plans.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Develops customer service department procedures.
• Liaises between customers and sales, technical service delivery, and accounting to resolve status, production, delivery and billing inquiries.
• Reviews SLA and ensures structure is in place to deliver on contractual obligations.
• 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. Conducts quarterly business reviews and advises customers on utilization.
• Manages technical resource(s) to solve customer problems and escalations. Negotiates and renews customer contracts.

Qualifications:

• Highest level understanding of industry practices as well as company policies and procedures.
• Comprehensive knowledge of the Rackspace product portfolio.
• Strong ability to communicate technical information and complex technical issues so that others can understand.
• Highest level communication, organization, problem solving, and time management skills.
• Proactive in nature - with a focus on creating strategic 6 month, 1 year, 2 year plans. Ability to have difficult conversations.
• Exhibits excellent attention to detail.
• Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.
• Demonstrated leadership skills and qualities.
• Requires 12-15 years of relevant technology solutions experience
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The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states. The anticipated starting pay range for Colorado is: $135,000-$215,000The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $135,000-$215,000The anticipated starting pay range for California, New York City and Washington is: $148,400-$237,300Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. 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.#LI-STORM#LI-DNIAbout 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.