Customer Success Associate
Job Summary
Job Description
Rackspace is seeking a Customer Success Associate to provide support to Service Delivery Managers for its largest customer base, ensuring efficient response and resolution of customer requests. The role involves proactively managing inbound customer requests, routing workstreams, responding to customer needs, and handling clerical and commercial tasks. Service Delivery Associates ensure fast responses, drive efficiency in service delivery, and provide fanatical support. They take ownership of customer requests, acting as an interface between the customer and Rackspace support infrastructure, ensuring technical, administration, and specialist support needs are met. The role requires monitoring tickets, responding to information requests, progressing open tickets, proactively working tickets, identifying common issues, suggesting process improvements, escalating support requests, managing support requests, and coordinating teams to deliver within agreed timescales. Adherence to company security policies and procedures is essential, utilizing business knowledge and commercial acumen to complete tickets.
Must have:
- 3 years experience in Service Delivery/Account Management
- 3 years experience in IT or good understanding of Internet Technologies
- Excellent communication skills (written and verbal)
- Attention to detail
- Rapport and relationship building skills
- Strong business awareness and commercial acumen
- Organizational, time management, and prioritization skills
- Creative approach to problem-solving
Good to have:
- IT industry working practices/methodologies understanding
- ITIL foundation certification desirable
3 skills required
Job Details
Job Title: Customer Success Associate - IN
Shift : India third Shift ( 6:30 pm IST to 3:30am IST)
Cloud knowledge is mandatory
JOB DESCRIPTION:
Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group.
Service Delivery Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.
Service Delivery Associates are responsible for taking ownership of the customer requests 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.
JOB REQUIREMENTS:
Key Accountabilities
· Monitor inbound customer ticket requests and route appropriately
· Respond directly to customer information requests for specific task responsibilities
· Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
· Proactively take ownership and work tickets
· Identify common/recurring operational issues in support queues and support customer to resolution
· Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
· Escalates support requests (phone/ticket) according to escalation procedures
· Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
· Responsible for adhering to company security policies and procedure as directed.
· Utilizing business knowledge, networks and commercial acumen to see tickets through to completion
Key Performance Indicators
· Ticket workload completed
· Customer satisfaction. Based on NPS Ticket score
· Performance accuracy measures
· 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
· Ticket and workload management
PERSON SPECIFICATION:
Tenacious problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong level of business awareness and commercial acumen with solid understanding of financial terminology
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
A minimum of 3 years experience in a Service Delivery / Account Management role
A minimum of 3 years experience in the IT industry or holds a good understanding of Internet Technologies
Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
POLICY COMPLIANCE:
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
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