Account Manager - Government Services

Customer Relationship & Support Reston, Virginia


Description

Rackspace is seeking an Account Manager - Government Services to join our team onsite in Reston, VA.

An ideal candidate would have experience with: 

  • Supporting Enterprise level clients in complex AWS Cloud environments. AWS Certifications are nice to have, but hands on experience with AWS is required. 
  • Strong Service Delivery background at the Enterprise level.
  • Solid understanding of enterprise level server infrastructure, both public and private clouds. 
  • Bachelors Degree Required
  • ITIL experience and/or ITIL Certifications
  • Strong people leader with ability to manage (1) technical teams and, (2) the Clients expectations. 
  • ServiceNow experience and ability to run reports in ServiceNow is a highly desired Nice-to-Have skillset. 

PRIMARY RESPONSIBILITY:

  • 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.
  • Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization, identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation of Fanatical Support is upheld.
  • Owns customer requests for component upgrades.
  • Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint.

KNOWLEDGE/SKILLS/ABILITY:
  • Progressive knowledge of hosting environment.
  • 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.
  • Advanced knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
  • Understanding of Rackspace in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT.
  • 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.
  • Demonstrated leadership skills and qualities.
  • Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
  • Demonstrates a mastery of the Account Manager III role. 
  • Knowledge of FISMA and FEDRamp compliance is a big plus.

JOB COMPLEXITY:
  • Provides strategic leadership and direction for the delivery of pre and post-sales services and support to clients/customers.
  • Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
  • Develops customer service department procedures.
  • Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Reviews SLA claims. Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.
  • Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained.
  • Manages technical resource(s) to solve customer problems and escalations.
  • Coordinates builds and maintenance.
  • Renews customer contracts.
  • Responsible for conversion of all component upgrades.
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

EXPERIENCE/EDUCATION:

  • Bachelor's Degree required.
  • Prior account management experience highly desirable.
  • Relevant hosting/technology experience preferred.
  • Previous sales experience preferred.
  • Occasional domestic travel, less than 10%.

EXTERNAL CANDIDATES:
  • 5 - 7 years relevant service/relationship management experience.

PERSON SPECIFICATION:
  • Must be able to pass a Public Trust background check at hire.
  • Must be a U.S. Citizen.
  • May require further DOD security clearance.


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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.