Technical Account Manager L3 - Object Rocket

Business Operations & Programs Hayes, Greater London


Description

The ObjectRocket Technical Account Manager is responsible for providing industry leading Fanatical Support to Rackspace’s Data Services customers within the ObjectRocket product line. As the customers primary point of contact with Rackspace, the Technical Account Manager role is pivotal in supporting and advising customers and ensuring that the customer’s expectations are exceeded.

You’ll have the opportunity to work with a broad range of technologies, in particular MongoDB, Elasticsearch, Redis and Hadoop. Additionally, you’ll be responsible for owning the full customer experience; this includes communication with customers via our ticketing system and phones, working complex problems and owning issues through to resolution.

With a strong background in Enterprise support environments, you will help customers manage change, minimize risk, optimize operations and support business growth through pro-active and personable interactions.  You will build long-term customer relations, understanding their business goals and operational capability in order to best align and manage Rackspace resources and services, and drive outstanding customer outcomes.

Working with pre-sales architects, sales, and support you will be the owner of the relationship between Rackspace and their portfolio of Database as a Service customers. As well as coordinating support teams, managing and reporting on SLAs, overseeing billing, incidents and change, you will focus on establishing a deep understanding of your customer’s business model, the applications they develop and host and how Rackspace support and Rackspace Database Services can make their business more efficient, agile and scalable. Using your detailed knowledge of our service catalog and their business’s drivers you will formulate and action Account Business Reviews, through collaborating with and positively influencing all levels of your customer’s organization.

Key Accountabilities

  • Understand and document customer’s business model, plans, applications, infrastructure and support requirements
  • Create and deliver Account Business Reviews (quarterly) that create win-win situations that strengthen customer’s partnerships with Rackspace
  • Provide strategic and operational guidance that will allow customers to continually optimize their Database environments to achieve their business goals and maximize return on investments
  • Help customers transition their data onto the ObjectRocket platform through detailed planning and migration support
  • Drive strong customer satisfaction (NPS) through Fanatical Support
  • Own issues, and escalations and drive collaboration with other teams to find speedy resolutions
  • Support the success and development of others in the team

PERSON SPECIFICATIONS:

  • Strong Project Management – may be informal
  • Excellent execution and operational skills with high levels of accuracy and due diligence
  • Experience in collaborating with customer and internal support teams in a Managed services environment
  • Solid problem-solving abilities coupled with a desire to take on responsibility
  • An ability to gasp customers’ needs and suggest timely solutions
  • Strong analytical and problem-solving skills
  • Strong presentation skills and an ability to develop relationships with customer external stakeholders levels
  • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy
  • Strong rapport and relationship building skills with both internal departments and external customers
  • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise
  • Enterprise grade Service Delivery experience

TECHNICAL CAPABILITIES:

Required

  • Strong customer focus, with an ability to continually anticipate and meet their needs
  • Needs to be able to speak, write in fluent English
  • Leadership of account planning activities, service improvement or business development activity
  • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes

Desirable

  • Working knowledge of NoSQL database technologies (MongoDB, Elasticsearch, Redis, Hadoop, PostgreSQL, Cockroach DB, etc.)
  • Certifications in 3rd party cloud technologies (AWS, Azure, GCP, OpenStack)
  • Operating System Knowledge (Microsoft Windows and Linux Distributions)
  • Application and platform analytics tools (AppDynamics or NewRelic)
  • Infrastructure Automation, Config Management and Orchestration toolsets such as Chef, Puppet or Ansible
  • ITIL Foundation or above



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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.