Senior Manager, Customer Care

Customer Relationship & Support San Antonio, Texas



PRIMARY RESPONSIBILITIES: 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, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews SLA claims. Develops and manages 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. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.


  • KNOWLEDGE/SKILLS/ABILITY: Expert knowledge of operational processes, escalation procedures and performing training needs assessments. Expert knowledge of researching the market to determine special pricing for non‑standard items in the interests of ensuring appropriate profit margins are reached and maintained. Invaluable skills in developing customer service department procedures. Excellent skills in developing and managing service with speed and accuracy. Specialist product knowledge in support of Rackspace standards. Exceptional people skills; the ability to engage and motivate staff. Drive to succeed. Excellent organizational skills. Budget management. Customer relationship management. Mentoring, coaching and training. Exceptional communications skills, written and interpersonal. Ability to communicate technical info and ideas so others will understand. Ability to make appropriate decisions considering the relative costs and benefits of potential actions. Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations. Ability to coach and motivate less experienced team members to achieve their goals. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.
  • JOB COMPLEXITY: Works on highly complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate expectations. Workflow management and prioritization. Responsible for minimizing downtime via proactive technical intervention. Ensure all business processes are followed. Rapid and effective fault fix activity, proactive recommendations of systems architecture review and improvements. Manages the development of a team of account managers and technicians. Participates with other managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives. Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization. Erroneous decisions will have a serious impact on the overall success of functional, division or company operations.
  • SUPERVISION: Provides direct supervision to exempt employees and/or skilled, nonexempt employees (i.e., technicians, designers, support personnel) and may provide direction to managers. Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. Provides mentoring and training to technical and account management team.
  • EXPERIENCE/EDUCATION: Bachelors degree required. At least 6 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service. A strong background in account management or demonstrative hosting-specific technical skills. ITIL Certification preferred. Demonstrated ability to consistently provide FANATICAL support.
  • PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. High levels of stress may occur at times. No special physical demands required.