Cloud - Customer Success Manager I - India (Night Shift)

• Building strong partnership relationships with customers
• Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
• Schedule customer maintenances and ensure appropriate quality checks have been completed
• Manage customer projects and oversee maintenance schedules for on time delivery
• Review service failures and produce incident reports when required
• Validate, negotiate and process service credits
• Produce and maintain service improvement plans
• Manage contract renewal negotiations
• Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
• Organize and chair customer meetings
• Produce ad-hoc reports when required i.e. MAR,SIR
• Responsible for adhering to company security policies and procedure as directed.
• Identify and assist with coaching and development for team members
• Seek opportunities to drive change and development to products, the team and processes 

• Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
• Engagement of every customer within their customer base
• 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 and are creative in our retention strategy
• Control credit memos through good administrative control and negotiation on service failures
• Self-initiated to meet objectives
• Arranged and co-ordinates training and mentoring sessions 

"Remote postings are limited to candidates residing within the country specified in the posting location"

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.