Customer Success Manager I - IN at Rackspace

Shift - Night shift Service Delivery Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure.  They ensure that their customers technical, administration and specialist support needs are met.   Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client –identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.   Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue. Focus of work may be in pre-sale/post-sales or both.  Pre‑sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities. Post‑sale: Responds to customer inquiries. Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities.

Key Accountabilities

Building strong partnership relationships with customers

Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales

Schedule customer maintenances and ensure appropriate quality checks have been completed

Manage customer projects and oversee maintenance schedules for on time delivery

Review service failures and produce incident reports when required

Validate, negotiate and process service credits

Produce and maintain service improvement plans

Manage contract renewal negotiations

Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions

Organize and chair customer meetings

Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts

Produce ad-hoc reports when required i.e. MAR,SIR

Responsible for adhering to company security policies and procedure as directed.

Identify and assist with coaching and development for team members

Seek opportunities to drive change and development to products, the team and processes 

Key Performance Indicators

Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores

Engagement of every customer within their customer base

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 and are creative in our retention strategy

Control credit memos through good administrative control and negotiation on service failures

Self-initiated to meet objectives

Arranged and co-ordinates training and mentoring sessions 

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