Customer Success Manager V

United States - RemoteUnited StatesNorth AmericaJuly 19, 2024

Customer Success Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and Rackspace.  They are expected to maximize the strength of the customer relationship by building a solid rapport with the customer – identifying and owning revenue retention activities, customer satisfaction, managing demanding situations and working cross functionally to ensure a Fanatical Customer Experience is achieved.  Customer Success Managers support the business by developing and maintaining positive customer relations with clients, which can affect service and/or product revenue. They are expected to use a consultive approach to guide customers through their lifecycle. They respond to customer inquiries; resolve production issues; invoicing problems; help maintain revenue drivers; recognize and position add-on business opportunities. They are responsible for adhering to company security policies and procedures and any other relevant policies and standards.  Location: Remote in the United States of America

Key Responsibilities

    • Building strong rapport and relationship with all customer contacts to include decision makers and Executive level.  
    • Manage support requests and coordinate internal and external teams to deliver within agreed timescales. 
    • Schedule customer maintenance and ensure appropriate quality checks have been completed. 
    • Manage customer projects and oversee maintenance schedules for on-time delivery. 
    • Review service failures and produce incident reports when required. 
    • Validate, negotiate, and process service credits. 
    • Produce and maintain Service Improvement Plans (SIP) 
    • Manage contract renewal negotiations; identify opportunities for revenue growth with ability to close smaller deals. 
    • Ensure appropriate documentation is in place for specific support requirements i.e., Device/Account level instructions. 
    • Organize and run Monthly and Quarterly business review meetings. 
    • Owns and drives the management of escalations to ensure good customer outcomes. 
    • Serves as interlock between internal teams 
    • Identifies value-added opportunities.  
    • Work towards agreed Key Performance Indicators (KPI) as set forth by the business unit. 
    • Focusing on Customers – understands and anticipates customer needs and provides high-quality products and services to exceed expectations.   
    • Processing Details – ensures projects are completed on time by keeping work on schedule; works on tasks thoroughly and produces high-quality work; follows rules and established processes, minimizing risk.   
    • Adjusting to change – takes a positive approach to tackling work and embraces change; invites feedback relating to performance and deals constructively with criticism.  
    • Driving Success – acts, initiates activity, and seizes opportunities for new business; pursues goals with persistence and achieves outstanding results.

Knowledge & Skills

    • Advanced understanding of Project Management 
    • Advanced understanding of IT (Information Technology) industry working practices/methodologies   
    • Advanced understanding of relevant technology and managed services 
    • Advanced level of business awareness and commercial acumen with an advanced understanding of financial terminology 
    • Advanced contract management and understanding 
    • Operational management experience within a mission-critical environment 
    • Effective troubleshooting and analytical skills and ability to manage complex & technical projects.  
    • Advanced understanding of Rackspace differentiator in the market with an ability to communicate the value of that difference.
    • Regarded as the technical expert in their job discipline within the organization.
    • Requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization function
    • Anticipates business and regulatory issues; recommends product, process, or service improvements
    • Proven ability to solve problems and own issues until resolution.  
    • Advanced rapport and relationship-building skills with both internal departments and external customers. 
    • Advanced organizational, time management, and prioritization  
    • Able to take a creative approach to situations and problem-solving. 
    • Ability to express technical concepts to a non-technical audience. 
    • Flexible and adaptable to work schedules based on customer needs. 
    • Ability to influence key decision-makers both internally and externally. 
    • Ability to create strategic plans/roadmaps over a 6-to-12-month period in collaboration with customer and internal teams. 
    • Advanced communication, storytelling, and negotiation skills  
    • Ability to identify value-added opportunities. 
    • Technical understanding of the multi-cloud solution landscape. 
    • Ability to lead internal projects.  

Education & Experience

    • Required
    • Bachelor's Degree in a field related to the role
    • At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution is allowed, a High School diploma or General Educational Diploma (GED) required
    • 12 - 14 years of experience in the field of role
    • Prior account management experience is required. 
    • Relevant hosting experience preferred. 
    • Experience handling multiple tasks is required. 
    • Experience handling global customers.
    • Preferred
    • Relevant hosting experience preferred. 
    • Sales experience preferred.
    • ITIL (Information Technology Infrastructure Library) foundation certification is desirable but not essential.

Physical Demands

    • General office environment: no special physical demands are required.
    • May require extended periods of sitting and viewing a computer monitor.
    • Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.

Location & Travel

    • Location: Remote in the United States of America
    • Domestic/international travel required, 10%
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: $116,100 – $170,280The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $123,600 – $181,280The anticipated starting pay range for California, New York City, and Washington is: $135,300 – $198,440Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonuses, 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-AW1#LI-RemoteLocation: Remote in the United States of America

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