Customer Success Manager IV

Summary

Join Rackspace as a Customer Success Manager IV and cultivate key relationships with LATAM customers. You will serve as the primary point of contact, ensuring their technical, system administration, and specialist support needs are met. Responsibilities include managing customer issues, maximizing customer relationships, identifying sales opportunities, and managing account plans. You will partner with sales to leverage Rackspace's product portfolio and grow customer footprint. This role requires advanced English and Spanish proficiency, a deep understanding of industry practices, and expertise in Rackspace's product portfolio. The position offers remote work options within specified Mexican states.

Requirements

• Advanced English & Spanish
• Full understanding of industry practices as well as company policies and procedures
• Comprehensive knowledge of the Rackspace product portfolio, servers, and computer hardware
• Strong ability to communicate technical information and ideas so that others can understand
• Aptitude for resolving a variety of issues quickly and effectively
• Superior communication, organization, problem solving, and time management skills
• Proactive in nature
• Ability to have difficult conversations
• Understand and feel in business acumen -- able to foresee and act on those feelings
• Ability to adapt working style and approach to best communicate with various business contacts
• Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways
• Demonstrated ability to influence decision-making
• Ability to understand and apply RAX customer support model and demonstrate value to customers
• Excellent ability to prioritize and highly varied work level in order to maintain required productivity levels
• Exhibits excellent attention to detail
• Excellent creative problem-solving abilities, coupled with a desire to take on responsibility
• Demonstrated leadership skills and qualities
• Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT

Responsibilities

• Provides strategic leadership and direction for the delivery of pre-and post-sales services and support to clients/customers
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Analyzes operational processes, and escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients
• Develops customer service department procedures
• Liaises between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries
• Reviews SLA claims
• Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved
• Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways
• Manages market research to determine special pricing for nonstandard items in the interest of ensuring appropriate profit margins are reached and maintained
• Manages technical resource(s) to solve customer problems and escalations
• Renews customer contracts
• Responsible for the conversion of all component upgrades

Preferred Qualifications

Fluent, bilingual (Spanish and English): interviews will be held in English

Benefits

• Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla
• This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations