Technical Customer Success Manager
Job Summary
Job Description
The Technical Customer Success Manager owns customer relationships, serving as the interface between the customer and Rackspace support. Responsibilities include managing customer issues from identification to resolution, ensuring customers understand the value of Fanatical Support, providing front-line technical analysis and advice, and assisting Account Managers with escalations. This role requires strong technical skills to diagnose and solve configuration problems. The manager will advise on technical configurations, tools, and partners, identify and prevent future issues, mentor junior staff, contribute to sales growth, forecast churn, and control credit memos. A strong focus on customer satisfaction and achieving a high Net Promoter Score is critical.
Must have:
- 5-7 years experience
- Technical expertise
- Customer relationship management
- Problem-solving skills
- Accountability and high performance
Good to have:
- Project lifecycle knowledge
- Knowledge of industry competitors
- Understanding of company objectives
2 skills required
Job Details
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.
Required Skills
- 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.
- 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.
Required Experience
- 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.
- Discover your inner Racker: Racker Life
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.
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