Customer Success Associate I

2 Months ago • All levels

Customer Service

Job Description

Rackspace is looking for a Customer Success Associate I to join their team. This role involves proactively managing inbound customer requests, ensuring full resolution by routing workstreams, responding directly to customer needs, and handling clerical and commercial tasks. Customer Success Associates ensure fast responses, drive efficiency, and deliver fanatical support. They own customer requests, serving as an interface between the customer and Rackspace's support infrastructure, ensuring technical, administration, and specialist support needs are met.

Good To Have:

Experience in a Customer Success / Account Management role
Experience in the IT industry or a good understanding of Internet Technologies
Understanding of IT industry working practices/methodologies - ITIL foundation certification is desirable
Professional experience

Must Have:

Monitor inbound customer ticket requests and route appropriately.
Respond directly to customer information requests for specific task responsibilities.
Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt.
Proactively take ownership and work tickets.
Identify common/recurring operational issues in support queues and support customer to resolution.
Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change.
Escalates support requests (phone/ticket) according to escalation procedures.
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales.
Responsible for adhering to company security policies and procedure as directed.
Utilizing business knowledge, networks and commercial acumen to see tickets through to completion.
Ticket workload completed.
Customer satisfaction. Based on NPS Ticket score.
Performance accuracy measures.
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.
Ticket and workload management.

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Key Responsibilities

Monitor inbound customer ticket requests and route appropriately.
Respond directly to customer information requests for specific task responsibilities.
Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt.
Proactively take ownership and work tickets.
Identify common/recurring operational issues in support queues and support customer to resolution.
Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change.
Escalates support requests (phone/ticket) according to escalation procedures.
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales.
Responsible for adhering to company security policies and procedure as directed.
Utilizing business knowledge, networks and commercial acumen to see tickets through to completion.
Ticket workload completed.
Customer satisfaction. Based on NPS Ticket score.
Performance accuracy measures.
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.
Ticket and workload management.

Qualifications

Bachelor’s degree required.
Tenacious problem solver: will own issues until full resolution.
Excellent communication skills, both written and verbal with great attention to detail.
Strong rapport and relationship-building skills with both internal departments and external customers.
Strong level of business awareness and commercial acumen with a solid understanding of financial terminology.
Strong organizational, time management, and prioritization skills.
Able to take a creative approach to situations and problem-solving.
Experience in a Customer Success / Account Management role is a plus.
Experience in the IT industry or a good understanding of Internet Technologies is a plus.
Understanding of IT industry working practices/methodologies - ITIL foundation certification is desirable.
Professional experience is a plus.