Rackspace Technology is hiring a
Senior Customer Success Manager

Summary

The job is for a Customer Success Manager at Rackspace who will manage relationships with dedicated customers, provide strategic leadership, and ensure customer retention. The role involves analyzing operational processes, developing customer contact strategies, and resolving customer issues.

Requirements

• Comprehensive understanding and experience of industry best practices and how to apply them to company policies and procedures and customer requirements
• Experienced in working with Google Public Cloud, with knowledge of its products and services
• Excellent networking skills, with a proven ability to navigate organizations and build strong relationships with C level leaders
• Highest level of communication, organization, problem solving, and time management skills
• Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans
• Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders
• Experience with customer negotiations
• Experience managing large corporate accounts
• Excellent ability to prioritise a highly varied work load
• Strong Experience in the IT industry with a good understanding of Internet Technologies
• Demonstrates leadership skills and qualities
• Solid understanding of industry standard Project Management methodologies
• Experience managing projects from inception to completion

Responsibilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining, developing a customer contact strategy and growth plans
• Analyses operational processes, escalation procedures and performs assessments to identify opportunities for Customer Success improvements and value add to the customer/clients
• Develops Customer Success procedures to ensure efficient and effective running of the service
• Confidently liaises between departments to resolve status, production, delivery and billing inquiries
• Able to resolve issues in innovative and practical ways
• Reviews and negotiates credit claims
• Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer Customer Success issues are resolved

Preferred Qualifications

Due to 24x7x365 operation, must be willing to be available for out-of-hours work