Customer Success Lead Engineer

Summary

Join Rackspace as a Customer Success Strategist and play a crucial role in managing and strengthening customer relationships. You will ensure effective service delivery, manage escalations, and identify opportunities to expand accounts and secure new business. This involves providing tailored product solutions, building rapport, and delighting customers. Success requires strong communication, problem-solving, and commercial acumen. You will guide new customers through onboarding, serve as the main point of contact, oversee projects, and proactively address potential issues. You will also advocate for the product, identify upselling/cross-selling opportunities, gather customer feedback, and monitor success metrics to reduce churn and secure renewals.

Requirements

• Excellent verbal and written communication to effectively interact with clients and internal teams
• Strong leadership abilities to manage and motivate a team
• Ability to develop and implement effective account strategies
• Aptitude for identifying issues and providing solutions
• Understanding and addressing customer needs and concerns
• Familiarity with the product and the ability to explain technical concepts to non-technical users
• Ability to analyze customer data to improve their experience
• Managing multiple customer accounts and projects simultaneously
• Proficiency in negotiating contracts and managing client expectations

Responsibilities

• Successfully guide new customers through the initial setup and training process
• Serve as the main point of contact for clients, ensuring their needs are met and fostering long-term relationships
• Oversee the execution of projects, ensuring they are completed on time, within budget, and to the client's satisfaction
• Anticipate customer needs and address potential issues before they become problems
• Promote the value of the product and identify opportunities for upselling or cross-selling
• Identify opportunities for upselling and cross-selling services to existing clients and pitch new business to potential clients
• Gather customer feedback and work with internal teams to improve products and services
• Monitor customer usage and success metrics to ensure they are getting the most out of the product
• Ensure churn risk is identified in advance and mitigated. Leverage on the relationship to secure long term renewals