Rackspace Technology is hiring a
Senior Customer Success Manager

Summary

Join Rackspace Technology as a Service Delivery Manager. Manage the delivery of contracted services to clients to ensure SLAs and KPIs are met or exceeded. Build and maintain strong client relationships and provide day-to-day client advice and support. Responsible for adhering to company security policies and procedures.

Requirements

• Requires advanced skills and expertise in a range of processes, procedures and systems
• Understands how related teams coordinate their efforts and resources to achieve objectives

Responsibilities

• Manages the delivery of contracted services to clients to ensure that SLAs and KPIs as defined in the TX DIR contract is met or exceeded
• Ensures that operational teams have a clear understanding of client requirements
• Builds and maintains strong client relationships and provides day-to-day client advice and support
• Remains informed on the technical design/architecture of customer environments to stay up-to-date on resources
• Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports
• Stays informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs
• Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances

Preferred Qualifications

• Specialized education or knowledge related to the duties of the role preferred
• Certifications in AWS, Azure or GCP preferred, but not required