Customer Success Manager I
Job Summary
Job Description
Rackspace is seeking a Customer Success Manager I to manage relationships with key LATAM customers. This role acts as an interface between customers and Rackspace's support infrastructure, ensuring technical and administrative needs are met. The manager will own customer issues from identification to resolution, demonstrating the value of Fanatical Support. Responsibilities include building strong customer rapport, identifying sales and PR opportunities, managing difficult situations to uphold Rackspace's reputation, and owning customer requests for upgrades and renewals. The role involves partnering with Sales to grow customer footprint and developing strategic account plans, including P&L. The position requires providing strategic leadership for pre- and post-sales services, managing customer retention, analyzing operational processes, and liaising with various departments to resolve inquiries. Additionally, the role involves reviewing SLA claims, managing responses for speed and accuracy, and managing technical resources for customer problem-solving and escalations.
Must have:
- Advanced English & Spanish proficiency
- Full understanding of industry practices and company policies
- Comprehensive knowledge of Rackspace products, servers, and hardware
- Strong ability to communicate technical information effectively
- Aptitude for resolving issues quickly and effectively
- Superior communication, organization, problem-solving, and time management skills
- Proactive nature and ability to have difficult conversations
- Business acumen and ability to anticipate needs
- Adaptable communication style for diverse business contacts
- Ability to apply previous experience to resolve complex issues creatively
- Demonstrated ability to influence decision-making
- Understanding and application of RAX customer support model
- Excellent prioritization and work-level management
- Excellent attention to detail and creative problem-solving
- Demonstrated leadership skills and qualities
- Advanced understanding of Rackspace's market differentiators
Good to have:
- Experience in customer relationship management
- Knowledge of IT infrastructure and cloud solutions
Perks:
- Named a best place to work
- Opportunity to work with world-class talent
- Inspiring mission
7 skills required
Job Details
Job Summary: Rackspace is looking for a Customer Success Manager I to join our team. This role owns the relationship held with key LATAM customers 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 consistently experience and 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. Owns customer requests for component upgrades, new build agreements, and contract renewals. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint. Develops and manages Strategic Account plan(s) for assigned accounts, including P&L/financials.
Work Location: Onsite in Mexico City, MX (Polanco)
Key Responsibilities
- Provides strategic leadership and direction for the delivery of pre-and post-sales services and support to clients/customers.
- Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Analyzes operational processes, and escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
- Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
- Reviews SLA claims.
- Develops and manages responses, ensuring customer service
- with speed and accuracy and all client/customer service delivery issues are resolved.
- Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
- Manages market research to determine special pricing for nonstandard items in the interest of ensuring appropriate profit margins are reached and maintained.
- Manages technical resource(s) to solve customer problems and escalations.
- Renews customer contracts. Responsible for the conversion of all component upgrades.
Qualifications
- Advanced English & Spanish
- Full understanding of industry practices as well as company policies and procedures.
- Comprehensive knowledge of the Rackspace product portfolio, servers, and computer hardware.
- Strong ability to communicate technical information and ideas so that others can understand.
- Aptitude for resolving a variety of issues quickly and effectively.
- Superior communication, organization, problem solving, and time management skills.
- Proactive in nature.
- Ability to have difficult conversations.
- Understand and feel in business acumen -- able to foresee and act on those feelings.
- Ability to adapt working style and approach to best communicate with various business contacts.
- Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways.
- Demonstrated ability to influence decision-making.
- Ability to understand and apply RAX customer support model and demonstrate value to customers.
- Excellent ability to prioritize and highly varied work level in order to maintain required productivity levels.
- Exhibits excellent attention to detail. Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.
- Demonstrated leadership skills and qualities.
- Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT
- Discover your inner Racker: Racker Life
- Fluent in Spanish and English (bilingual): interviews will be held in English.
Work Location: Onsite in Mexico City, MX (Polanco)
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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.
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