Rackspace Technology is hiring a
Customer Success Associate III

Summary

The job is a Customer Success Associate position working from home during night shifts. The role involves managing customer requests, providing guidance, completing administrative tasks, and preparing various documents.

Responsibilities

• Perform ticket queue management and routing for Service Delivery
• Provide non-technical guidance to our customers via tickets
• Monitor inbound customer ticket requests and route appropriately
• Respond directly to customer information requests for specific task responsibilities such as updating Customer Contact information, routine Penetration testing, SSL Certificates
• Monitor and actively progress /chase open tickets within agreed time scales to ensure customer/internal response times are achieved
• Complete data entry requirements for the wider customer success group
• Process document updates in forms through to submission on Rackspace Portals
• Take ownership and work quick-fix tickets
• Escalates support requests (phone/ticket) according to escalation procedures
• Liaise with Customer Success Managers via email and ticket if a customer update or escalation is required
• Prepare renewal documentations on behalf of Customer Success Managers for customers
• Preparing Renewals on behalf of CSMs
• Going with CSM on Monthly/Quarterly Business Review
• Preparing reports for ELT Team
• Monitoring 90 days above tickets