Senior Customer Success Manager (Hybrid - San Antonio)

Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Ensures that operational teams have a clear understanding of client requirements. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s). Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Key Responsibilities

• Other Incidental tasks related to the job, as necessary.
• Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).
• Provides input to, and executes on, churn mitigation strategies.
• Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.
• Conducts monthly service reviews, preparing MAR/QBR materials.
• Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.
• Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.
• Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.
• Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
• Supports Client Executives in the preparation and facilitation of customer visits; in discussions with Legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.
• Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances.
• Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.).

Knowledge and Skills

• Advanced understanding of the IT industry and various technologies
• Advanced knowledge of the Rackspace product portfolio, servers, and computer hardware
• Advanced understanding of Cloud technologies and working practices
• Administrative Skills
• AR/Billing Software Tools
• Budget Management
• Client/Customer Service
• Coaching/Counseling
• Cost-benefit Analysis
• Customer Relationship Management
• Data Analysis
• ERP Software Skills
• Formal Writing Skills
• MS Excel Skills
• Negotiation Skills
• Presentation Building
• Process Improvement
• Public Speaking
• Query Resolution Skills
• Revenue Risk Assessment/Identification
• Stakeholder Management (external/internal)
• Technical Troubleshooting

Qualifications

• High School Diploma or regional equivalent required
• Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement
• ITIL certification preferred
• 8 - 11 years of experience in the field of role required

#LI-AW2"Remote postings are limited to candidates residing within the country specified in the posting location"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.