Customer Success Manager IV

Job Summary: Rackspace is looking for a Customer Success Manager IV 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: On-Site, Mexico City

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, bilingual (Spanish and English): interviews will be held in English.

- Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla

- This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations.

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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.