Technical Customer Success Manager

The RMS Customer Security and Compliance Assistance (CSCA) Team is responsible for providing industry leading Fanatical Support™ to Rackspace Managed Security customers. Rackspace Managed Security protects customer environments from threats and Cyber-attacks to provide a secure and compliant environment.  As the customer’s primary security point of contact within Rackspace the CSCA  Representative is pivotal in ensuring that the customer’s security expectations are exceeded.    The RMS Technical Customer Success Manager will provide security specialism to Rackspace Managed Security customers, assisting the Account Teams in managing the relationship between Rackspace and their dedicated portfolio of customers.  This role is expected to continually develop and strengthen the relationships held to create long partnerships through pro-active and personable interactions. 

Knowledge, Skills & Abilities

• Comprehensive grasp of the RMS CSCA onboarding & implementation process; coordinate and manage activities.
• Establish an understanding of RMS organizational structure.
• Sufficient knowledge of other RMS Product components (Compliance Assistance/ Privacy Data Protection/FAWS/FAZURE/Cloud Native).
• Understanding of the RMS GSOC concept of operations & how the Cyber security mission is delivered.
• Working knowledge of the RMS Product set and road map delivery.
• Possess an understanding of hosting environments supported by RMS and Rackspace.
• Maintain awareness and understanding of Security and Compliance concepts supporting the Cyber threat landscape.
• Familiarity with how service support is delivered within Rackspace.

Key Accountabilities

• Owns customer relationship for all of RMS products within CSCA.
• Interface between customer and RMS Teams: Product, Compliance Assistance, Defensive Infrastructure, Privacy Data Protection, Global Customer Security Operations Centre.
• Ownership of customer issues/concerns from identification to resolution.
• Maximize Customer relationship by building solid rapport within internal Rackspace Teams.
• Utilize Sales and Customer Success Manager resources for successful Rackspace brand management.
• Partner with Sales to identify opportunities to expand customer portfolio with RMS.
• Manage Security breach/incidents from E2E.
• Schedule RMS tooling maintenances.
• Partner with CSM’s in Contract Renewals with RMS.
• Understand the escalations paths both internally within RMS and Rackspace. 
• Understand the escalations paths for each customer they support
• Evaluate, define and influence internal processes; recommend and drive process changes.   
• Work with Customer Success Team to ensure customer satisfaction. 
• Can guide a customer through all implementation of all RMS offerings and services.
• Work with RMS partners to ensure a satisfactory outcome for customers regarding specific tooling. 
• Manage relationships of more complex accounts due to level of MRR and complexity of environment

Person Specification

• Knowledge of hosting environments.
• Understanding of security concepts, theories, execution best practices.
• Technical knowledge and understanding of RMS product.
• Knowledge of servers, computer hardware, and software.
• Understanding of RMS service lines, organizational structure and advanced knowledge of how those services work towards achieving customer security and compliance goals.
• Full understanding of all RMS SLAs.
• Ability to adapt working style and approach to best communicate with various business contacts and levels.
• Progressive knowledge of security technology industry as a whole and understanding of customer verticals.
• Ability to understand and apply Rackspace customer support model.
• Expert interpersonal written and verbal communication skill as well as negotiation skills.
• Able to prioritize a highly varied work load in order to maintain required productivity levels.
• Ability to apply varying leadership skills and qualities to create solutions and results to unexpected situations.
• Functions as an advanced relationship builder with internal and external influence.
• Customer relationship management experience.
• Able to work independently, analyzing, troubleshooting, and problem solving customer issues.

Personal Qualities

• Enthusiastic about Cyber security.
• Excellent interpersonal skills, both written and verbal with an ability to negotiate.
• Ability to listen, learn and adapt; capable of constructively forming and conveying opinion.
• Demonstrate flexibility and agility; be prepared to multi-task, organizing and managing time accordingly.
• Aptitude for innovative thought to resolve a variety of issues and complex problems.
• Good knowledge of IT industry services and best practice.
• Strong dedication to providing customer service; understand how to deliver Fanatical Support™.
• Honest and committed; delivers to consistently high standards and possesses an eye for detail.
• Due to the 24/7/365 RMS CSOC operation, willing to be available for out-of-hours work.
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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.