Cloud Customer Success Manager I

Summary

Join Rackspace Technology as a Customer Success Manager I and take ownership of customer relationships, serving as the interface between clients and Rackspace's support infrastructure. Ensure customers' technical, administrative, and specialist support needs are met while maximizing the strength of customer relationships. Identify and leverage sales, networking, and PR opportunities, and manage challenging situations to uphold Rackspace's reputation for Fanatical Support. This role involves managing support requests, coordinating support teams, scheduling maintenance, overseeing projects, reviewing service failures, negotiating service credits, managing contract renewals, and ensuring proper documentation. You will also produce reports, adhere to company security policies, contribute to team coaching and development, and drive improvements to products, teams, and processes. The position requires experience handling cloud-based customers and strong skills in retention, renewal, and churn mitigation.

Requirements

• Building strong partnership relationships with customers
• Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
• Schedule customer maintenances 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
• Manage contract renewal negotiations
• Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
• Organize and chair customer meetings
• Produce ad-hoc reports when required i.e. MAR,SIR
• Responsible for adhering to company security policies and procedure as directed
• Identify and assist with coaching and development for team members
• Seek opportunities to drive change and development to products, the team and processes
• Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
• Engagement of every customer within their customer base
• Contribute to install base growth by identifying new business / upgrade opportunities
• Accurately forecast churn and engage managers / business development consultants to avoid defection
• Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy
• Control credit memos through good administrative control and negotiation on service failures
• Self-initiated to meet objectives
• Arranged and co-ordinates training and mentoring sessions
• Must have Exp in handling Cloud base customers
• Retention, renewal and Churn mitigation