Customer Success Engineer III - IN

Job Family Summary

• Serves as a single point of contact for technical consultation, for a designated customer base in Private Cloud.
• Provides consulting service to customers, developing technical, tactical and strategic plans related to systems definition and feasibility determination.
• Propose and implement system enhancements, assessing the compatibility and integration of products/services proposed to ensure integrated architecture across interdependent technologies.
• Provides escalation coverage for dedicated customer base.
• Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed

Career Level Summary

• Requires in-depth conceptual and practical knowledge in Private Cloud discipline and basic knowledge of related job disciplines.
• Solves complex problems. Works independently, receives minimal guidance. May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives.
• Acts as a resource for colleagues with less experience
• Works independently, receives minimal guidance
• May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives
• Acts as a resource for colleagues with less experience
• Level at which career may stabilize for many years or until retirement

Critical Competencies

• Focusing on customers - Anticipates current customer needs and identifies customer preference trends/patterns. Develops long-term relationships with key customers by creating trust and treating them as a priority. Creates customized customer solutions for complex service offerings
• Investigating Issues - Regularly seeks out new opportunities to develop expertise, recognizing the value and importance of learning and development; acquires and assimilates new knowledge at a fast pace. Adopts a practical approach to work; finds out how to do things by doing them; works to make sure that a method is workable and viable. quickly; identifies a number of ways to improve things and trusts own intuition about which methods will work best.
• Knowing My Organization - Demonstrates advanced knowledge of the organization's product/service offerings, and helps the team understand the key features and associated benefits across the entire suite. Demonstrates understanding of team structure and dynamics and identifies key relationships to develop for the benefit of the team. Maintains and actively promotes the organization’s values, consistently demonstrating expected behaviors.

Key Responsibilities

• Responsible for providing technical consultation in POCs and RFP/RFI responses, for your customer base.
• Responsible for collaboration with implementation teams with your assigned customers new builds
• Supports Client Executives in the preparation of customer visits; in the creation of customer quotes.
• Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process.
• Remains informed on account plans for assigned customers, including sitting in on Advisory implementation calls
• Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
• Informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing.
• Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation.
• Other Incidental tasks related to the job, as necessary. Owns technical projects that improve customer experience.
• P1 technical support including 24 x 7 on call as required

Person Specification

• Knowledge
• Requires in-depth conceptual and practical knowledge in Private Cloud, virtualization and basic knowledge of related technologies
• Expert-level knowledge of VMWare vSphere, vCenter, ESXi, SDDC and tools like vMotion, DRS, and HA, SRM & Zerto
• Deep understanding of Windows Server OS, Active Directory, Group Policy, and other core services.
• Understanding of networking, network devices and their usage like Switch, Firewall, Load Balancer
• Experience with backup and recovery tools like CommVault or any other tools.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.
• Knowledge of all Rackspace products, business units, and segments
• Understands Rackspace’s strategic partners, vision, and roadmap
• Knowledge of competitors’ offerings, as well as their strengths and weaknesses
• Broad knowledge of IT systems in general, private cloud and Internet technologies in particular, and the ongoing development of both
• Must have conversational knowledge of business finance, particularly as it relates to information technology

Skills

• Good Skills in collaborating and contributing to the selling processes and use of techniques in client interactions
• Strong writing, editing, communication and interpersonal skills.
• Must be able to present technical and business concepts in a clear manner, and to communicate proficiently with technical experts on a wide variety of IT subjects.
• Strong presentation skills, attention to detail, and follow-through techniques.
• Must be able to gain the trust and respect of customers in order to gain high-level strategic insight into their business.
• Ability to develop and maintain relationships with key external stakeholders at various business levels.
• Able to “think outside of the box” to consultatively and strategically architect complex IT systems to support customers’ strategic goals

Education

• Bachelor's Degree in field related to role

Certifications

• MCSA, MCSE
• VMware, VMWare SDDC, VMWare SRM / Zerto
• Datadog
• Linux+, RHCSA, RHCE
• ITIL

Experience

• 10+ years of experience in System Administration, Consulting and Implementation
• Multi-vendor breadth knowledge
• Experience handling multiple tasks/projects
• Experience working directly with key customer stakeholders
• Presenting technical information to wide range of customer stakeholders
• Preferred - Relevant hosting experience and working in a managed services environment

Physical Demands

• General office environment: no special physical demands required
• May require long periods sitting and viewing a computer monitor
• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations

Travel

• Occasional domestic/international travel, less than 10%

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.