Job details

Senior Customer Success Manager (commercial) - US Remote

Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Ensures that operational teams have a clear understanding of client requirements. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s). Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career Level Summary

Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines.
Solves complex problems.
Works independently, receives minimal guidance.
May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives.
Acts as a resource for colleagues with less experience.
Level at which career may stabilize for many years or until retirement.

Critical Competencies

Account Development: Establishes new and fosters existing trusted relationships with key decision makers on customer accounts. Contributes ideas regarding how to create business opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to strengthen and grow customer account. Looks for signals that the customer may need additional products/services and navigates through the appropriate organization channels to ensure important customer account business issues are identified and acted upon.
Customer Knowledge: Develops in-depth understanding of customer's organization, key offerings, and business goals and challenges to better understand their needs. Gathers and documents information (e.g., background, role, scope of responsibility) about customer's key leaders/decision makers and gains awareness of their differing perspectives and styles. Builds working knowledge of customer industry, including market trends and economic challenges, and competitive market
Service Delivery Effectiveness: Broadens knowledge of tools to track service delivery metrics and report back to the team. Understands SLAs and reviews service delivery outcomes against standards to determine whether service levels have been met. Understands where service gaps can occur within work of team, and helps implement plans to close service delivery gaps.
Active Listening: Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks thought-provoking follow-up questions. Picks up on non-verbal cues and uses own body language (e.g., eye contact, nodding head) to show receptiveness, attentiveness and interest. Asks for clarification and validates understanding of messages by providing appropriate responses.
Multi-tasking & Prioritization: Demonstrates ability to manage several tasks and meet deliverables with minimal error. Determines the relative impact and urgency of individual tasks. Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high priority deadlines.

Key Responsibilities

Other Incidental tasks related to the job, as necessary.
Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).
Provides input to, and executes on, churn mitigation strategies.
Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.
Conducts monthly service reviews, preparing MAR/QBR materials.
Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.
Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.
Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.
Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
Supports Client Executives in the preparation and facilitation of customer visits; in discussions with Legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.
Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances.
Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.).

Knowledge

Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines.
Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.
Progressive knowledge of hosting environment.
Advanced knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
Advanced understanding of Rackspace’s differentiator in the market.

Skills

Ability to adapt working style and approach to best communicate with various business contacts.
Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways.
Demonstrated ability to influence decision making.
Ability to understand and apply RAX customer support model and demonstrate value to customers.
Expert interpersonal, written, and verbal communication and negotiation skills.
Exhibits excellent attention to detail.
Excellent creative problem-solving abilities.
Flexible and adaptable to work schedule based on customer need.
Ability to thrive in a complex and rapidly changing environment.
Able to prioritize and highly varied work level in order to maintain required productivity levels.

Education

Bachelor's Degree in field related to role required.
At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.

Certifications

ITIL certification preferred.

Experience

5 - 7 years of experience in the field of role required.
Prior account management experience highly desirable.
Relevant hosting/technology experience preferred.
Previous sales experience preferred.

Travel

Occasional domestic/international travel, less than 50%

Disclaimer

The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

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#LI-Remote #LI-CM1

"For applicants working in California, Colorado, Washington or New York City, we are excited to share the base salary ranges for this position exclusive of fringe benefits or potential bonus. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions.
The anticipated starting pay range of California, Washington state and New York City applicants for this role $85,100 is – 119,460
The anticipated starting pay range of Colorado applicants for this role is 69,900 – 102,520
These ranges for candidates may be modified in the future.
Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.”

About Rackspace Technology

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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.