Customer Success Associate I

Summary

Join Rackspace as a Customer Success Associate I and proactively manage inbound customer requests, ensuring resolution by routing workstreams, responding to customer needs, and handling clerical and commercial tasks. You will serve as the interface between customers and Rackspace's support infrastructure, ensuring their technical, administrative, and specialist support needs are met. This hybrid role, based in Mexico City with remote options in specified states, requires fluency in Spanish and English. The position focuses on efficient ticket management, customer satisfaction, and achieving a high Net Promoter Score. Rackspace offers a supportive and inclusive work environment.

Requirements

• Bachelor’s degree required
• 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 a solid understanding of financial terminology
• Strong organizational, time management, and prioritization skills
• Able to take a creative approach to situations and problem-solving
• Fluent in Spanish and English ( bilingual): interviews will be held in English

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
• Ticket workload completed
• Customer satisfaction. Based on NPS Ticket score
• Performance accuracy measures
• 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
• Ticket and workload management

Preferred Qualifications

• Experience in a Customer Success / Account Management role is a plus
• Experience in the IT industry or a good understanding of Internet Technologies is a plus
• Understanding of IT industry working practices/methodologies - ITIL foundation certification is desirable
• Professional experience is a plus