Customer Success Manager III, ENT - AWS

Customer Relationship & Support San Antonio, Texas


Description

 

PRIMARY PURPOSE:  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, 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 through identifying and taking advantage of sales, networking, and public relations opportunities and manages difficult situations to ensure 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.

 

FLSA STATUS:  Exempt

 

RESPONSIBILITIES

SALES CYCLE: 

FOCUS: 

KEY ACCOUNTABILITIES

KEY PERFORMANCE INDICATORS

 

SCOPE

LEADERSHIP/AUTONOMY

  • General instruction on routine tasks, detailed instruction on new assignments.
  • Exercises judgment within defined procedures and practices to determine appropriate actions or to recommend alternative resolutions.

DECISION MAKING

  • Decisions impact own team and other teams whose work activities are closely related.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

COMPLEXITY

  • Works on problems of moderate scope where analysis of data requires evaluation of identifiable factors.
  • Completes mostly transactional work where learning is applied to new situations.
  • Contributes to solution of straightforward business problems regarding operations, products, services or customers.
  • Analyzes information, asks questions and checks for understanding using standard procedures and processess.
  • Applies acquired skills and experience to complete moderately complex, but routine tasks.
  • Continues to develop expertise.
  • Manages relationships of more complex accounts due to level of MRR and complexity of systems.
  • Supports Enterprise level accounts.
  • Uses professional concepts; applies company policies and procedures to resolve complex issues.
  • Functions as an advanced relationship builder with internal and external influence.
  • Innovatively solves complex customer problems. Executes advanced project management skills and techniques.
  • Works cross-functionally to solve customer problems, involving internal teams based on product expertise and customer configuration.
  • Schedules maintenances.
  • Renews customer relationship with Rackspace. Responsible for the conversion of component upgrades.

INFLUENCE

  • May suggest improvements to existing processes and solutions to improve the efficiency of the team.
  • Maintains internal relationships and determines need for external contacts.

 

PERSON SPECIFICATION

KNOWLEDGE/SKILLS/ABILITIES

  • Working knowledge of principles and methods within own job family/discipline.
  • Working knowledge of the company, products, services and customers.
  • Understands key drivers of success in functional area and uses this understanding to accomplish own work.
  • 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.
  • Advanced interpersonal, written, and verbal communication and negotiation skills.
  • Exhibits excellent attention to detail.
  • Excellent creative problem-solving abilities.
  • Strong knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
  • Solid understanding of Rackspace’s differentiator 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.
  • Able to prioritize and highly varied work level in order to maintain required productivity levels.
  • Demonstrated leadership skills and qualities.
  • Entry level for Enterprise AMs.
  • Ability to quickly learn Rackspace product offereings, customer service model and business processes.
  • Basic knowledge of the technology industry.
  • Ability to thrive in a complex and rapidly changing environment.

COMPETENCIES/BEHAVIORS

EDUCATION

  • Bachelor’s degree required.
  • Candidates may substitute relevant IT industry experience in lieu of the degree requirement.
  • High school diploma required.

EXPERIENCE

EXTERNAL:

  • Requires 2 – 4 years of relevant service/relationship management experience.
  • Prior account management experience highly desirable.
  • Relevant hosting/technology experience preferred. Previous sales experience preferred.

INTERNAL:

  • 2 years RAX AM I-II combined experience.

CERTIFICATION: 

PHYSICAL DEMANDS

  • General office environment. Moderate levels of stress may occur at times. No special physical demands required.

TRAVEL: 

  • Occasional domestic travel, less than 10%.

POLICY COMPLIANCE:

  • Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.