Technical Customer Success Manager II

Job Profile Summary 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. Has the technical knowledge to know what is wrong with the customer’s configuration and how to fix it, serving as a front-line technical analyst and advisor to the customer.

Responsibilities

• Good and growing technical/product knowledge.
• Knows who to contact internally for escalations.
• May manage a moderately complex account load.
• Ability to handle day-to-day a.m. tasks independently.
• Escalates with guidance. Somewhat involved in the interview process.
• Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.
• Intelligently speak to customer technology capabilities, possibilities and pitfalls-- recognizes and understands why to fix.
• Owns coordination with the support team to ensure customer satisfaction.
• Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes, knows why specific options will work for customers and can explain the difference in recommendations.
• Advanced understanding of technology partners and how they can assist our customers; facilitates relationship with external RAX partners.

Knowledge

• Intermediate understanding of customer’s profitability and how to use account management tools.
• Cloud SAVVY certification.
• Intermediate working knowledge and ability to follow company processes and procedures.
• Strong project management skills on a small scale.
• Full understanding on how to apply SLAs and remedies.
• Strong knowledge of the configuration build process.
• Strong knowledge of how to scale customer configurations using dedicated or cloud based technology.
• Strong time management skills.
• Demonstrates a solid understanding of the Account Manager role in reaching team and company goals.
• Excellent interpersonal, written and verbal communication skills.
• Exhibits excellent attention to detail.
• Ability to communicate technical info and ideas so others will understand.
• Ability to successfully work and promote inclusiveness in small groups.
• Ability to provide FANATICAL support.
• Working understanding of Rackspace competitors: offerings, technologies, partners, trends, etc.
• Strong knowledge of Rackspace products and the ability to educate customers in RAX differentiators/comparisons and why they are used in different scenarios.
• Able to prioritize a highly varied work level in order to maintain required productivity levels.
• Able to demonstrate innovative problem solving and critical thinking.
• Intermediate understanding of financial terminology and business acumen.
• Flexible and adaptable to work schedule based on customer need.

Qualifications

• High school diploma or equivalent required. Bachelor's degree preferred
• 2- 3 years relevant service/relationship management experience including 12 months RAX experience in a customer facing technical support or account management role. Experience handling multiple tasks.
• Ability to conduct implementation calls and lead customer visits.
• Ability to present written and verbal proposals and grow the installed base.
• Ability to use negotiating skills. Understand invoicing, contracts, proposals and renewals.

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.