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About the Role
The Customer Success Manager owns the relationship between Rackspace and their dedicated portfolio of customers, developing and strengthening these relationships to create strategic partnerships through proactive and personable interactions.
Responsibilities
- Provides strategic leadership and direction for pre- and post-sales services and support.
- Manages all facets of customer retention, including resolving customer concerns and defining customer contact and growth plans.
- Analyzes operational processes and escalation procedures to identify service delivery improvements.
- Develops service delivery procedures for efficient and effective service operation.
- Liaises between departments to resolve status, production, delivery, and billing inquiries.
- Resolves issues in innovative and practical ways.
- Reviews and negotiates credit claims.
- Develops and manages responses to ensure customer service speed and accuracy.
- Resolves all client/customer service delivery issues using industry best practices and company policies.
Requirements
- Comprehensive understanding and experience of industry best practices and their application to company policies and customer requirements.
- Ability to communicate technical information and complex technical issues to various stakeholders.
- Excellent networking skills with a proven ability to navigate organizations and build strong relationships with C-level leaders.
- Aptitude for resolving a variety of issues efficiently and effectively.
- Highest level of communication, organization, problem-solving, and time management skills.
- Proactive approach with a focus on creating strategic 6-month, 1-year, and 2-year plans.
- Advanced understanding of Rackspace’s market differentiators and ability to communicate their value.
- Experience with customer negotiations.
- Experience managing large corporate accounts.
- Excellent ability to prioritize a highly varied workload.
- 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.
Skills
- Commercial and business acumen
- Relationship building
- Customer delight and wow factor identification
- Service Delivery best practices (including ITIL)
- Innovative problem-solving
- Effective communication
- Negotiation skills
- Team motivation and galvanization
- Networking
- Prioritization
- Project Management
Salary/Compensations
- £95,790.00/year - £127,617.00/year
Benefits
- Incentive compensation opportunities in the form of annual bonus or incentives
- Equity awards
- Employee Stock Purchase Plan (ESPP)
About the Company
- Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production.
- From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand.
- We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.
- 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.
- We embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe.
Equal Opportunity
- 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.