Technical Customer Success Manager

Summary

Join Rackspace Technology as a Customer Success Manager and own the customer relationship, serving as the interface between the customer and Rackspace's support infrastructure. You will be responsible for resolving customer issues, providing technical expertise, and ensuring customer satisfaction. This role requires strong technical skills, experience in customer support, and a commitment to exceeding expectations. The position offers remote work opportunities within specified locations in Mexico. You will mentor junior team members and contribute to sales growth by identifying new business opportunities. Success in this role will be measured by high Net Promoter Scores and low customer churn.

Requirements

• Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results
• Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success
• Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions
• Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions
• Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders
• 5 - 7 years of experience in the field of role required
• High School Diploma or regional equivalent required
• Bachelor's Degree required, preferably in field related to role
• Intermediate knowledge of the project lifecycle
• Intermediate knowledge of industry competitors, products, trends and technology
• Intermediate knowledge of company's objectives and strategies

Responsibilities

• Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support needs are met
• Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support
• Has the technical knowledge to know what is wrong with the customer’s configuration and what needs to be done to fix it, serving as a front-line technical analyst and advisor to the customer
• Assists AMs with escalations
• Handles trouble issues where introductory advisory services are given to the customer
• Advises customers on technical configurations, tools and partners to handle current issues and prevent future issues
• Receives work after initial review by an AM, chat team, phone bank, e-mail, etc
• Utilizes knowledge of best practices and solutions to evaluation and advise customers
• Intelligently speaks to customer technology capabilities, possibilities and pitfalls
• Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes
• Understands technology partners and how they can assist our customers; facilitates relationship with external RAX partners
• Provide mentorship and guidance for the Level I and Level II roles
• Strive towards a world class target of 80% for the Net Promoter Score
• Ensure high End of Ticket Ratings through world class Service Delivery Management
• Engagement of every customer within their customer portfolio at a minimum once per quarter
• Contribute to install base and new sales growth by identifying new business / upgrade opportunities
• Accurately forecast churn and engage managers / business development consultants to avoid defection
• Reduce the risk of churn by ensuring we retain customers in contract
• Control credit memos through good administrative control and negotiation on service failures

Preferred Qualifications

Fluent, Bi-lingual (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