Service Delivery Partner

Rackspace Technology

8+ Years | United States (Hybrid) | Full Time | 5 months ago
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Job Summary

Rackspace is seeking a Service Delivery Partner to manage customer delivery and engagement relationships, acting as the primary interface between customers and Rackspace's sales and support infrastructure. The role involves ensuring customer business and technical objectives are met, taking ownership of customer issues from identification to resolution, and strengthening customer relationships. The partner will collaborate with sales teams to expand customer footprint, build rapport with stakeholders, identify sales opportunities, and manage challenging situations to maintain Rackspace's reputation. Responsibilities include advising on strategic partnerships, supporting service delivery consolidation, contributing to strategic planning, managing customer retention, resolving concerns, defining contact strategies, and tracking contract renewals. The role also requires organizing delivery calls and reviewing Service Level Agreements to ensure contractual obligations are met.

Must Have

  • Ensure customer business and technical objectives are achieved.
  • Take ownership of customer issues and ensure resolution.
  • Strengthen customer relationships.
  • Collaborate with sales teams for expansion opportunities.
  • Build rapport with client and Rackspace stakeholders.
  • Manage challenging situations effectively.
  • Provide market position insights.
  • Advise on strategic partnerships.
  • Support service delivery consolidation.
  • Contribute to strategic planning.
  • Manage customer retention and resolve concerns.
  • Organize and participate in weekly delivery calls.
  • Review SLAs and ensure contractual obligations.
  • Negotiate and renew customer contracts.
  • Track contract renewals.
  • Bachelor's Degree or equivalent experience.
  • 8+ years of relatable experience.
  • Advanced knowledge in sales training and process.
  • Ability to cross/up-sell.
  • Previous customer relationship management experience.
  • Knowledge of data analysis.
  • Excellent negotiation skills.
  • Experience drafting proposals and writing SLAs.
  • Excellent written and verbal communication in English.

Job Description

Rackspace is hiring a Service Delivery Partner to manage the delivery and engagement relationship with our customers. The role serves as the interface between the customer and our sales and support infrastructure. 
 
Work Location:
·         If located near a Rackspace office, you’ll work a hybrid schedule… 2 days in the office and three days remote.
·         If not located near an office, you may work 100% remotely. 
 

Key Responsibilities

    • Ensure the customer's business and technical objectives are achieved.
    • Take ownership of customer issues from identification through resolution, ensuring that customers.
    • Strengthen customer relationships.
    • Collaborate with Sales teams to identify, research, and execute opportunities for leveraging the Rackspace product portfolio and expanding customers' footprint.
    • Focus on building rapport with stakeholders in both the client and Rackspace organizations.
    • Identify and capitalize on sales, networking, and PR opportunities.
    • Effectively manage challenging situations while maintaining Rackspace's reputation for Fanatical Support.
    • Provide insight and understanding of the customer's market position.
    • Advise on how Rackspace can strategically partner to help our customers achieve their goals and objectives.
    • Support the consolidation of service delivery engagements for Enterprise and Mid-Market customers into a unified dashboard and support in organizing governance calls with customers.
    • Contribute to strategic planning for service delivery over the next 6 months, 1 year, and 2 years.
    • Manage customer retention efforts, resolve customer concerns, and define customer contact strategies, as well as pricing and growth plans.
    • Organize and participate in weekly delivery calls.
    • Review Service Level Agreements (SLA’s) and ensure they meet contractual obligations.
    • Negotiate and renew customer contracts.
    • Track contract renewals for their portfolio of accounts.
    • Assist in formulating a comprehensive renewal strategy with input from sales, customer management, advisory, and delivery teams.

Qualifications

    • Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute for the degree.
    • 8+ years of relatable experience.
    • Advanced knowledge in professional sales training and sales process.
    • Ability to cross/up sell the customer.
    • Previous experience with customer relationship management
    • Knowledge of data analysis.
    • Excellent negotiation skills.
    • Prior experience drafting proposals, responding to requests for proposals, and writing SLA’s.
    • Possess excellent communication skills, both written and verbal, with the English language. 

Discover your inner Racker: Racker Life
Information on benefits  offered is here.
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The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.

 
·       The anticipated starting pay range for Colorado is: $105,100 - $154,100.
·       The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $111,800 - $164,010.
·       The anticipated starting pay range for California, New York City and Washington is: $122,500 - $179,630.
 
Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work 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.

5 Skills Required For This Role

Team Management Communication Data Analytics Networking Notion