Customer Success Associate III

Summary

Join Rackspace Technology as a Customer Success Associate I and provide support to Service Delivery Managers, ensuring fast and efficient responses to customer requests. Collaborate with teams to proactively manage inbound requests and drive them to resolution. Route workstreams, respond directly to customer needs, and handle clerical and commercial tasks. Take ownership of customer requests, serving as an interface between the customer and Rackspace's support infrastructure. This role requires monitoring tickets, responding to inquiries, progressing open tickets, and identifying areas for process improvement. The position demands strong problem-solving, communication, and relationship-building skills, along with 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
• 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

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