Cloud - Customer Success Manager I - India (Night Shift)

12 Hours ago • All levels • Customer Service

Job Summary

Job Description

The Customer Success Manager I will be responsible for managing relationships with cloud-based customers, focusing on retention, renewal, and churn mitigation. This role acts as an interface between the customer and Rackspace support infrastructure, ensuring technical, administrative, and specialist support needs are met. The CSM will build strong customer rapport, identify sales and networking opportunities, and manage challenging situations to uphold Rackspace's reputation for "Fanatical Support". Key responsibilities include managing support requests, coordinating with support teams, scheduling customer maintenances and projects, reviewing service failures, and producing incident reports. The role also involves validating and processing service credits, developing service improvement plans, managing contract renewals, and ensuring proper documentation for support requirements. The CSM will also organize customer meetings, produce ad-hoc reports, adhere to security policies, and assist with team coaching and development, seeking opportunities for product and process improvements.
Must have:
  • Experience handling Cloud-based customers
  • Customer retention and renewal expertise
  • Churn mitigation skills
  • Building strong customer partnerships
  • Managing support requests
  • Coordinating support teams
  • Scheduling customer maintenances
  • Managing customer projects
  • Producing incident reports
  • Validating service credits
  • Managing contract renewals
  • Organizing customer meetings
  • Adhering to security policies
Good to have:
  • Identifying new business opportunities
  • Assisting with team coaching
  • Driving change and development

Job Details

Customer Success Manager I - IN
Night Shift
Must have Exp in handling Cloud base customers

Core skills: Retention, renewal and Churn mitigation !!

CSM are responsible for taking ownership of the relationship held 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. 
 
Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client –identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld. 
 
Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue. Focus of work may be in pre-sale/post-sales or both.
 
Pre‑sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.
 
Post‑sale: Responds to customer inquiries. Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities.


JOB REQUIREMENTS:
  • Building strong partnership relationships with customers
  • Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
  • Schedule customer maintenances and ensure appropriate quality checks have been completed
  • Manage customer projects and oversee maintenance schedules for on time delivery
  • Review service failures and produce incident reports when required
  • Validate, negotiate and process service credits
  • Produce and maintain service improvement plans
  • Manage contract renewal negotiations
  • Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
  • Organize and chair customer meetings
  • Produce ad-hoc reports when required i.e. MAR,SIR
  • Responsible for adhering to company security policies and procedure as directed.
  • Identify and assist with coaching and development for team members
  • Seek opportunities to drive change and development to products, the team and processes 


Key Performance Indicators
  • 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
  • Contribute to install base growth by identifying new business / upgrade opportunities
  • Accurately forecast churn and engage managers / business development consultants to avoid defection
  • Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy
  • Control credit memos through good administrative control and negotiation on service failures
  • Self-initiated to meet objectives
  • Arranged and co-ordinates training and mentoring sessions 


"Remote postings are limited to candidates residing within the country specified in the posting 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.

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