Customer Success Manager

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; assist in the resolution of service impacting incidents; 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.  

Required Competencies:

• 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 positive approach to tackling work and embraces change; invites feedback relating to performance and deals constructively with criticism.  

Key Responsibilities:

• Building rapport with all customer contacts to include decision maker.  
• Use good judgment in selecting methods and techniques for obtaining solutions.  
• Works on assignments and problems of moderate scope using standard practices and procedures.  
• Completes highly transactional work where learning is applied to new situations.  
• Analyses information, asks questions and checks for understanding using standard procedures and processes. 
• Applies acquired skills and experience to complete basic and routine tasks.
• Continues to develop skills and expertise in functional areas.
• Uses professional concepts; applies company policies and procedures to resolve a variety of issues.
• Maintains and renews customer relationships with Rackspace.
• Manage support requests and coordinate internal and external teams to deliver within agreed timescales.
• Schedule customer maintenances and ensure appropriate quality checks have been completed.
• Manage small scale customer projects and oversee maintenance schedules for on time delivery.
• Assist coordinating and processing component/server upgrades.
• Coordinate technical resources to solve customer problems.
• Review service failures and produce incident reports when required.
• Validate, negotiate, and process service credits.
• Build stable internal working relationships .
• 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.
• Deliver Monthly Service Review reports to customers.
• Owns and drives the management of escalations to ensure good customer outcomes.
• Serves as interlock between internal teams and the customer.
• Identifies value add opportunities.
• Work towards agreed Key Performance Indicators (KPI) as set forth by the business unit. 

Knowledge required:

• Satisfactory level understanding of ITIL and Project Management  
• Satisfactory understanding of relevant technology and managed services  
• Satisfactory understanding of financial terminology and business acumen  
• Satisfactory knowledge of industry best practices  
• Working knowledge of Microsoft Office  
• Understanding of Rackspace products and differentiator in the marketplace  
• Understands key business drivers; uses this understanding to accomplish own work  

Skills:

• Proven ability to solve problems and own issues until full resolution  
• Excellent communication skills, both written and verbal with great attention to detail  
• Strong rapport and relationship building skills with both internal departments and external customers  
• Negotiation skills  
• Ability to create delighter moments with customers  
• Strong organizational, time management and prioritization skills  
• Able to take a creative approach to situations and problem solving  
• Ability to express technical concepts to a non-technical audience  
• Ability to thrive in a rapidly changing environment  
• Ability to prioritize various work levels against required deadlines 
• Ability to travel to customers in MEA region if and when required