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

1 Week ago • All levels • Customer Service

Job Summary

Job Description

The Customer Success Manager I will be responsible for managing relationships with cloud-based customers, focusing on retention, renewal, and churn mitigation. This role acts as an interface between the customer and Rackspace support infrastructure, ensuring technical, administrative, and specialist support needs are met. The CSM will build strong customer rapport, identify sales and networking opportunities, and manage challenging situations to uphold Rackspace's reputation for "Fanatical Support". Key responsibilities include managing support requests, coordinating with support teams, scheduling customer maintenances and projects, reviewing service failures, and producing incident reports. The role also involves validating and processing service credits, developing service improvement plans, managing contract renewals, and ensuring proper documentation for support requirements. The CSM will also organize customer meetings, produce ad-hoc reports, adhere to security policies, and assist with team coaching and development, seeking opportunities for product and process improvements.
Must have:
  • Experience handling Cloud-based customers
  • Customer retention and renewal expertise
  • Churn mitigation skills
  • Building strong customer partnerships
  • Managing support requests
  • Coordinating support teams
  • Scheduling customer maintenances
  • Managing customer projects
  • Producing incident reports
  • Validating service credits
  • Managing contract renewals
  • Organizing customer meetings
  • Adhering to security policies
Good to have:
  • Identifying new business opportunities
  • Assisting with team coaching
  • Driving change and development

Job Details

Customer Success Manager I - IN
Night Shift
Must have Exp in handling Cloud base customers

Core skills: Retention, renewal and Churn mitigation !!

CSM are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure.  They ensure that their customers technical, administration and specialist support needs are met. 
 
Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client –identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld. 
 
Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue. Focus of work may be in pre-sale/post-sales or both.
 
Pre‑sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.
 
Post‑sale: Responds to customer inquiries. Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities.


JOB REQUIREMENTS:
  • 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 


Key Performance Indicators
  • 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.

Similar Jobs

London stock Exchange - Lead Support Engineer

London stock Exchange

Bengaluru, Karnataka, India (On-Site)
1 Month ago
nissan - Nissan School Scholarship Program

nissan

Mexico City, Mexico (Hybrid)
2 Weeks ago
Apple - University Relations Recruiter

Apple

Cupertino, California, United States (On-Site)
1 Month ago
Goodbye Kansas Studios - Technology Support Technician (Mumbai)

Goodbye Kansas Studios

Mumbai, Maharashtra, India (On-Site)
4 Months ago
Wrike - Business Development Representative

Wrike

Costa Rica (Hybrid)
2 Months ago
Simcorp - Senior Principal Customer Success Manager

Simcorp

San Francisco, California, United States (Hybrid)
1 Month ago
Blue wire software - Customer Service Representative

Blue wire software

Bay Shore, New York, United States (On-Site)
1 Week ago
USE Insider - Customer Success Manager

USE Insider

Bangkok, Thailand (Hybrid)
7 Months ago
Rippling - Customer Support Specialist

Rippling

United States (Remote)
7 Months ago
OKX - Specialist, Customer Due Diligence, KYC

OKX

Sliema, Malta (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

NetEase Games - Infrastructure Engineer

NetEase Games

Quebec, Canada (On-Site)
3 Months ago
Google - Lead Software Engineer, Quick Share, Android

Google

New Taipei City, Taiwan (On-Site)
2 Months ago
Loft Orbital - Hub Systems Engineer

Loft Orbital

Toulouse, Occitanie, France (Remote)
1 Month ago
Nintendo - Senior Manager, Engineering Infrastructure and IT

Nintendo

Redmond, Washington, United States (On-Site)
6 Months ago
Qube Cinema - Engineer – Technical Support (Broadcast)

Qube Cinema

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Google - Software Engineer III, Full Stack, Google Cloud Business Platforms

Google

Kirkland, Washington, United States (On-Site)
2 Months ago
NVIDIA - STA Backend Engineer

NVIDIA

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
4 Months ago
Playdawn Consulting - Full Stack Developer (Unity/Golang)

Playdawn Consulting

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Paytm - Team Lead - Sales

Paytm

Tiruchirappalli, Tamil Nadu, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in India

Rippling - Software Engineer II

Rippling

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Open Systems Technologies - Commis

Open Systems Technologies

Jaipur, Rajasthan, India (Remote)
1 Week ago
Assystems - Draughts Person / Designer - Solar (Civil & Structural)

Assystems

Gurugram, Haryana, India (On-Site)
8 Months ago
hitwicket-talent - Tech Lead (Back - End)

hitwicket-talent

Hyderabad, Telangana, India (On-Site)
6 Months ago
Tide - Senior Engineer, Python (Data & AI)

Tide

Hyderabad, Telangana, India (Hybrid)
1 Month ago
Aeries technology - Assistant Manager/Manager – GL Accounting

Aeries technology

Mumbai, Maharashtra, India (On-Site)
2 Weeks ago
Google - Senior Software Engineer, Android

Google

Bengaluru, Karnataka, India (On-Site)
2 Months ago
clevertap - Sales Development Representative (Arabic speaking)

clevertap

Bengaluru, Karnataka, India (Hybrid)
4 Weeks ago
Capgemini - VEEAM Backup Administration

Capgemini

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Illumina - Sr HRIS Analyst (Workday)

Illumina

Bengaluru, Karnataka, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Star schema - Customer Service Representative

Star schema

Eldridge, Iowa, United States (On-Site)
1 Week ago
Open Systems Technologies - Customer Service Representative

Open Systems Technologies

Tucson, Arizona, United States (On-Site)
1 Week ago
Whatnot - Customer Experience Team Lead (Night Shift)

Whatnot

Phoenix, Arizona, United States (On-Site)
2 Months ago
Star schema - Customer Service Representative

Star schema

Thousand Oaks, California, United States (On-Site)
1 Week ago
USE Insider - Customer Success Operations Specialist

USE Insider

Istanbul, İstanbul, Türkiye (On-Site)
8 Months ago
Publicis Groupe - Customer Service Representative

Publicis Groupe

Lihue, Hawaii, United States (On-Site)
1 Week ago
Star schema - Customer Service Representative

Star schema

Buford, Georgia, United States (On-Site)
1 Week ago
Wolters Kluwer - Customer Service Technical Specialist (Release Manager)

Wolters Kluwer

Houston, Texas, United States (Hybrid)
3 Weeks ago
Star schema - Customer Service Representative

Star schema

Carrollton, Georgia, United States (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

About The Company

San Antonio, Texas, United States (Remote)

Gurugram, Haryana, India (Remote)

Giza, Giza Governorate, Egypt (On-Site)

Riyadh, Riyadh Province, Saudi Arabia (On-Site)

United States (Hybrid)

Frankfurt Am Main, Hessen, Germany (On-Site)

Gurugram, Haryana, India (Hybrid)

Gurugram, Haryana, India (Hybrid)

View All Jobs

Get notified when new jobs are added by Rackspace Technology

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug