Customer Success Manager

Job Profile Summary

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.

Resume Submission

Please submit your resume in English to be considered for this role. Interviews will be held in English and Spanish.

Work Locations for Mexico Rackers

You may work fully remote from one these states Mexico City, Estado de Mexico, Monterey, Aguascalientes, Nuevo Leon, Puebla, or Queretaro.

Key Responsibilities

• Manages relationships of more complex accounts due to level of MRR and complexity of systems.
• Supports Enterprise level accounts and/or the most complex SMB accounts.
• Uses professional concepts; applies company policies and procedures to resolve complex issues.
• Functions as an advanced relationship builder with internal and external influence.
• 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.
• Partners with sales to identify, research and execute on opportunities to leverage the Rackspace product portfolio to grow customer’s footprint.
• Lead peers and develop Account Manager Is & IIs.
• Implements component upgrades. Assists Team Leader in coaching and developing Account Management team.
• Strive towards a world class target of 80% for the Net Promoter Score.
• Ensure high End of Ticket Ratings through world class Service Delivery Management.
• Engagement of every customer within their customer portfolio at a minimum once per quarter.
• Contribute to install base growth by identifying new business/ upgrade opportunities
• Accurately forecast churn and engage managers/ business development consultants to avoid defection.
• Reduce the risk of churn by ensuring we retain customers in contract.
• Control credit memos through good administrative control and negotiation on service failures.