Senior Customer Success Manager

Rackspace Customer Success (CS) framework aims at ensuring that Rackspace clients successfully achieve their business goals and priorities thanks to the value that stems from its solutions and services.The Customer Success Manager has ownership of the relationship between Rackspace and their dedicated portfolio of customers. The Customer Success Manager is expected to continually develop and strengthen the relationships held to create strategic partnerships through pro-active and personable interactions.·  Commercial and business acumen.·  A passion and strength for building robust relationships with a range of stakeholders.·  The ability to identify opportunities to delight and wow customers.·  Proven experience of Customer Success best practices (including ITIL).·  An innovative approach to problem solving.·  Effective communication and negotiation skills at all levels, technical through to directors.·  The ability to motivate and galvanise disparate teams to deliver against customer requirements.

Key Accountabilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to 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 growth plans.
• Analyses operational processes, escalation procedures and performs assessments to identify opportunities for Customer Success improvements and value add to the customer/clients.
• Develops Customer Success procedures to ensure efficient and effective running of the service
• Confidently liaises between departments to resolve status, production, delivery and billing inquiries.
• Able to resolve issues in innovative and practical ways.
• Reviews and negotiates credit claims.
• Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer Customer Success issues are resolved. Uses skills as an experienced professional with a comprehensive understanding of industry best practices and company policies and procedures

Key Requirements

• Comprehensive understanding and experience of industry best practices and how to apply them to company policies and procedures and customer requirements. The ability to communicate technical information and complex technical issues to a variety of stakeholders.
• Experienced in working with Google Public Cloud, with knowledge of its products and services.
• Excellent networking skills, with a proven ability to navigate organizations and build strong relationships with C level leaders.
• Highest level of communication, organization, problem solving, and time management skills.
• Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans.
• Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders
• Ability to understand and apply Rackspace's customer support model and demonstrate value to customers.
• Experience with customer negotiations.
• Experience managing large corporate accounts.
• Excellent ability to prioritise a highly varied work load.
• Strong Experience in the IT industry with a good understanding of Internet Technologies.
• Demonstrates leadership skills and qualities.
• Solid understanding of industry standard Project Management methodologies.
• Experience managing projects from inception to completion
• Due to 24x7x365 operation, must be willing to be available for out-of-hours work.

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