Customer Success Lead Engineer ( R-20295)
Job Summary
Job Description
The Customer Success Lead Engineer at Rackspace is responsible for managing and strengthening relationships with a portfolio of customers. This role involves ensuring effective service delivery, managing escalations, identifying opportunities to expand accounts, and securing new business. Responsibilities include onboarding and training new customers, serving as the main point of contact, overseeing project execution, providing proactive support, advocating for the product, identifying upselling/cross-selling opportunities, gathering customer feedback, monitoring success metrics, and reducing churn. The ideal candidate possesses excellent communication, leadership, strategic thinking, problem-solving, and empathy skills, along with technical proficiency, analytical skills, project management expertise, and negotiation skills.
Must have:
- Excellent communication skills
- Strong leadership abilities
- Strategic thinking and problem-solving
- Technical proficiency and analytical skills
- Project management and negotiation skills
- Customer relationship management expertise
3 skills required
Job Details
Customer Success StrategistCustomer Success Strategist
Job Profile Summary
· The Service Account Manager at Rackspace plays a crucial role in managing and strengthening relationships with a dedicated portfolio of customers.
· This role involves ensuring effective service delivery and managing escalations to consistently exceed customer expectations.
· By identifying opportunities to expand existing accounts and secure new business, where necessary the Service Account Manager drives growth and manages the full sales cycle from lead to close.
· They provide tailored product solutions based on a deep understanding of customer needs and strategies, contributing to Rackspace's transformation and growth.
· Success in this role requires a passion for customer interaction, the ability to quickly build rapport, and a knack for spotting opportunities to delight customers.
· Creative problem-solving, effective communication and negotiation skills, and strong commercial acumen are also essential to excel in this position.
Key Responsibilities
Onboarding and Training: Successfully guiding new customers through the initial setup and training process.
Customer Relationship Management: Serve as the main point of contact for clients, ensuring their needs are met and fostering long-term relationships.
Project Oversight: Oversee the execution of projects, ensuring they are completed on time, within budget, and to the client's satisfaction.
Proactive Support: Anticipating customer needs and addressing potential issues before they become problems.
Product Advocacy: Promoting the value of the product and identifying opportunities for upselling or cross-selling.
Sales and Business Development: Identify opportunities for upselling and cross-selling services to existing clients and pitch new business to potential clients.
Feedback Loop: Gathering customer feedback and working with internal teams to improve products and services.
Performance Tracking: Monitoring customer usage and success metrics to ensure they are getting the most out of the product.
Churn reduction and contact renewal : Ensure churn risk is identified in advance and mitigated. Leverage on the relationship to secure long term renewals
Essential Skills and Qualifications
Communication Skills: Excellent verbal and written communication to effectively interact with clients and internal teams.
Leadership: Strong leadership abilities to manage and motivate a team.
Strategic Thinking: Ability to develop and implement effective account strategies.
Problem-Solving: Aptitude for identify issues and provide solutions.
Empathy: Understanding and addressing customer needs and concerns.
Technical Proficiency: Familiarity with the product and the ability to explain technical concepts to non-technical users.
Analytical Skills: Ability to analyze customer data to improve their experience.
Project Management: Managing multiple customer accounts and projects simultaneously.
Negotiation Skills: Proficiency in negotiating contracts and managing client expectations.
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