Service Delivery Partner

Summary

Join Rackspace as a Service Delivery Partner to manage customer relationships and the delivery of services. You will act as the primary point of contact between customers and Rackspace's sales and support teams. Key responsibilities include ensuring customer objectives are met, resolving customer issues, strengthening customer relationships, and collaborating with sales to identify growth opportunities. You will also manage customer retention, negotiate contracts, and contribute to strategic service delivery planning. The role offers a hybrid or fully remote work option depending on location. A bachelor's degree or equivalent experience is required, along with 8+ years of relevant experience in sales and customer relationship management.

Requirements

• Bachelor's Degree required, preferably in field related to role
• At the manager’s discretion, additional relevant experience may substitute for the degree
• 8+ years of relatable experience
• Advanced knowledge in professional sales training and sales process
• Ability to cross/up sell the customer
• Previous experience with customer relationship management
• Knowledge of data analysis
• Excellent negotiation skills
• Prior experience drafting proposals, responding to requests for proposals, and writing SLA’s
• Possess excellent communication skills, both written and verbal, with the English language

Responsibilities

• Ensure the customer's business and technical objectives are achieved
• Take ownership of customer issues from identification through resolution, ensuring that customers
• Strengthen customer relationships
• Collaborate with Sales teams to identify, research, and execute opportunities for leveraging the Rackspace product portfolio and expanding customers' footprint
• Focus on building rapport with stakeholders in both the client and Rackspace organizations
• Identify and capitalize on sales, networking, and PR opportunities
• Effectively manage challenging situations while maintaining Rackspace's reputation for Fanatical Support
• Provide insight and understanding of the customer's market position
• Advise on how Rackspace can strategically partner to help our customers achieve their goals and objectives
• Support the consolidation of service delivery engagements for Enterprise and Mid-Market customers into a unified dashboard and support in organizing governance calls with customers
• Contribute to strategic planning for service delivery over the next 6 months, 1 year, and 2 years
• Manage customer retention efforts, resolve customer concerns, and define customer contact strategies, as well as pricing and growth plans
• Organize and participate in weekly delivery calls
• Review Service Level Agreements (SLA’s) and ensure they meet contractual obligations
• Negotiate and renew customer contracts
• Track contract renewals for their portfolio of accounts
• Assist in formulating a comprehensive renewal strategy with input from sales, customer management, advisory, and delivery teams

Benefits

• If located near a Rackspace office, you’ll work a hybrid schedule… 2 days in the office and three days remote
• If not located near an office, you may work 100% remotely