Customer Success Manager

Job Description

PRIMARY RESPONSIBILITY: 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 what needs to be done to fix it, serving as a front-line technical analyst and advisor to the customer.

• KNOWLEDGE/SKILLS/ABILITY: Intermediate understanding of Rackspace departments and their jobs. Intermediate knowledge of hosting, computers, internet and account management skills/tools. Cloud SMART certification. Intermediate understanding of implementation processes, ticketing system and ticket flow. Intermediate organization and time management skills. Understands verbal and non-verbal signs. Intermediate interpersonal, written and verbal communication skills. 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. Ability to speak professionally. Aptitude to learn quickly. Ability to apply policies and procedures. Intermediate ability to negotiate. Understanding of invoicing, contracts, proposals and renewals. Knowledgeable in industry competitors, products, trends and technology. Basic knowledge of how to scale customer configurations using dedicated or cloud based technology. Able to prioritize and highly varied work level in order to maintain required productivity levels. Able to demonstrate innovative problem solving and critical thinking. Basic understanding of financial terminology and business acumen. Ability to learn Rackspace products and differentiator in the market. Flexible and adaptable to work schedule based on customer need. **Roles supporting our LATAM customers require fluency reading, writing and speaking Portuguese or Spanish at a technical/business level.
• JOB COMPLEXITY: Assists AMs with escalations. Handles trouble issues where introductory advisory services are given to the customer. Advises customers on technical configurations, tools and partners to handle current issues and prevent future issues. Receives work after initial review by an AM, chat team, phone bank, e-mail, etc. Utilizes knowledge of best practices and solutions to evaluation and advise customers. Intelligently speaks to customer technology capabilities, possibilities and pitfalls. Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes. Understands technology partners and how they can assist our customers; facilitates relationship with external RAX partners.
• SUPERVISION: Works under moderate supervision. Completes routine tasks independently. Seeks guidance on complex or new issues. Expected to research/problem solve new issues before requesting help.
• EXPERIENCE/EDUCATION: Bachelor's degree preferred. 1-2 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. High school diploma or equivalent required.
• PHYSICAL DEMANDS: General office environment. Moderate levels of stress may occur at times. May require long periods sitting and viewing a computer monitor. No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations. Occasional travel, less than 10%.
• POLICY COMPLIANCE: Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.