Customer Success Associate

Summary

Join our team as a Customer Success Associate and provide support to Service Delivery Managers, ensuring fast and efficient resolution of customer requests. You will proactively manage inbound requests, route workstreams, respond to customer needs, and handle clerical and commercial tasks. This role requires taking ownership of customer requests, serving as an interface between the customer and Rackspace support, and ensuring technical, administrative, and specialist support needs are met. You will monitor and progress open tickets, identify operational issues, and escalate requests as needed. Success in this role demands strong problem-solving, communication, and relationship-building skills, along with a solid understanding of the IT industry and business acumen. The position requires a minimum of 3 years of experience in service delivery or account management and 3 years in the IT industry.

Requirements

• Tenacious problem solver, will 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
• Strong level of business awareness and commercial acumen with solid understanding of financial terminology
• Strong organizational, time management and prioritization skills
• Able to take a creative approach to situations and problem solving
• A minimum of 3 years experience in a Service Delivery / Account Management role
• A minimum of 3 years experience in the IT industry or holds a good understanding of Internet Technologies

Responsibilities

• Monitor inbound customer ticket requests and route appropriately
• Respond directly to customer information requests for specific task responsibilities
• Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
• Proactively take ownership and work tickets
• Identify common/recurring operational issues in support queues and support customer to resolution
• Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
• Escalates support requests (phone/ticket) according to escalation procedures
• Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
• Responsible for adhering to company security policies and procedure as directed
• Utilizing business knowledge, networks and commercial acumen to see tickets through to completion

Preferred Qualifications

Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential