Job Profile Summary
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. Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization, identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation of Fanatical Support is upheld.Resume Submission
Please submit your resume in English to be considered for this role. Interviews will be held in English and Spanish.
Work Locations for Mexico Rackers
You may work fully remote from one these states Mexico City, Estado de Mexico, Monterey, Aguascalientes, Nuevo Leon, Puebla, or Queretaro.
Critical Competencies
Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders. Key Responsibilities
Manages relationships of more complex accounts due to level of MRR and complexity of systems.
Supports Enterprise level accounts and/or the most complex SMB accounts.
Uses professional concepts; applies company policies and procedures to resolve complex issues.
Functions as an advanced relationship builder with internal and external influence.
Solves complex customer problems.
Executes advanced project management skills and techniques.
Works cross-functionally to solve customer problems, involving internal teams based on product expertise and customer configuration.
Partners with sales to identify, research and execute on opportunities to leverage the Rackspace product portfolio to grow customer’s footprint.
Lead peers and develop Account Manager Is & IIs.
Implements component upgrades. Assists Team Leader in coaching and developing Account Management team.
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 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. Knowledge
Basic understanding of the IT industry and various technologies
Basic knowledge of the Rackspace product portfolio, servers, and computer hardware
Basic understanding of Cloud technologies and working practices Skills
Administrative Skills
AR/Billing Software Tools
Budget Management
Client/Customer Service
Coaching/Counseling
Cost-benefit Analysis
Customer Relationship Management
Data Analysis
ERP Software Skills
Formal Writing Skills
MS Excel Skills
Negotiation Skills
Presentation Building
Process Improvement
Public Speaking
Query Resolution Skills
Revenue Risk Assessment/Identification
Stakeholder Management (external/internal)
Technical Troubleshooting Education
High School Diploma or regional equivalent required
Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement Experience
2 - 4 years of experience in a Customer Success Manager role required About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
