Account Manager - ObjectRocket

Customer Relationship & Support


Description

Technical Account Manager

Job Description

PRIMARY RESPONSIBILITY: Owns the relationship held with each customer and serves as an interface between the customer and the ObjectRocket 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.

 

 

  • KNOWLEDGE/SKILLS/ABILITY:Intermediate understanding of ObjectRocket departments and their jobs. Intermediate knowledge of hosting, computers, internet and account management skills/tools. Cloud SMART certification. Intermediate understanding of implementation processes, ticketing system and ticket flow. Intermediate organization and time management skills. Understands verbal and non-verbal signs. Intermediate interpersonal, written and verbal communication skills. Ability to communicate technical info and ideas so others will understand. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support. Ability to speak professionally. Aptitude to learn quickly. Ability to apply policies and procedures. Intermediate ability to negotiate. Understanding of invoicing, contracts, proposals and renewals. Knowledgeable in industry competitors, products, trends and technology. Basic knowledge of how to scale customer configurations using dedicated or cloud based technology. Able to prioritize and highly varied work level in order to maintain required productivity levels. Able to demonstrate innovative problem solving and critical thinking. Basic understanding of financial terminology and business acumen. Ability to learn ObjectRocket products and differentiator in the market. Flexible and adaptable to work schedule based on customer need.

 

  • JOB COMPLEXITY: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 ObjectRocket partners.

 

  • SUPERVISION: Works under moderate supervision. Completes routine tasks independently. Seeks guidance on complex or new issues. Expected to research/problem solve new issues before requesting help.

 

  • EXPERIENCE/EDUCATION:High school diploma or equivalent required. Bachelor's degree preferred. 1 - 2 years relevant service/relationship management experience including 12 months experience in a customer facing technical support or account management role. Experience handling multiple tasks.

 

  • PHYSICAL DEMANDS:General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Occasional domestic travel, less than 10%.

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.