Technical Account Manager -Singapore

Customer Relationship & Support Singapore, Singapore


Description

 

Technical Account Manager                   

JOB DESCRIPTION:

The Support Segment is responsible for providing industry leading Fanatical Support™ to both Rackspace’s commercial and enterprise level customers and is an exciting and growing area of the Rackspace product portfolio. The role will be managing accounts for Rackspace’s Dedicated, Partner clouds for AWS, Azure and Google Cloud Platform.

 

The Technical Account Managers (TAM) has complete ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure to ensure that their technical, administration and specialist support needs are met. The TAM is expected to be a well-rounded IT individual with strong customer relationship management skills, commercial acumen and technical experience to provide guidance and advice to customers. Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport within the client organization – 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.

Success in the role requires:

  • A passion for working with people and the ability to quickly build rapport
  • The flexibility to occasionally travel for training 
  • The ability to identify opportunities to delight and wow customers
  • Effective service delivery and escalation management
  • A creative approach to problem solving
  • Effective communication and negotiation skills at all levels, technical through to directors
  • Commercial and business acumen
  • Understanding of Rackspace products and ways our clients can leverage them to address technical solutions

JOB REQUIREMENTS:

Key Accountabilities

  • Manage support requests and co-ordinate Rackspace and/or Customer support teams to deliver within agreed timescales
  • Building strong partnership relationships with customers and Rackers alike
  • Review service failures and produce incident reports when required
  • Validate, negotiate and process service credits
  • Ensure appropriate documentation is in place for specific support requirements
  • Produce ad-hoc reports when required
  • Manage support requests and co-ordinate Rackspace functions to deliver within agreed timescales
  • Own customer deployments and provide technical consultancy when required

 

Key Performance Indicators

  • Deliver strong customer loyalty as measured through low churn (less than 1.8%/month) and through contract renewals (>70% in contract)
  • Strive towards a world class target of 65 for the Net Promoter Score (NPS)
  • Strategic delivery of support through creation and maintenance of account development plans for top 10 customers (at risk or growth)
  • Contribute to install base growth by identifying new business / upgrade opportunities
  • Control credit memos through good administrative control and negotiation on service failures

PERSON SPECIFICATION:  

  • 5+ years of relevant IT service/relationship management experience
  • Bachelor’s degree in related field preferred
  • Tenacious problem solver, will own issues until full resolution
  • Industry qualification in Networking Technologies such as CCNA or above / minimum 2 years industry experience
  • Industry qualification in Operating Systems (Windows or Linux) such as RHCE, MCSE or similar / minimum 5 years industry experience
  • A minimum of three years of experience in a Service Delivery / Account Management role
  • Excellent communication skills, both written and verbal with great attention to detail
  • Strong rapport and relationship building skills with both internal departments and external customers
  • Strong commercial and negotiation skills, with excellent business acumen
  • Understanding of invoicing, contracts, proposals and renewals. 
  • Strong understanding of implementation processes, ticketing system and ticket flow
  • Strong organisational, time management and prioritization skills
  • Able to take a creative approach to situations and problem solving
  • Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
  • Due to 24x7x365 operation, must be willing to be available for occasional out of hours work

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.