Customer Success Manager - Strategic Accounts

Customer Success Manager – Strategic Accounts

 

The Customer Success Manager has ownership of the relationship between Rackspace and their dedicated portfolio of customers. As a Customer Success Manager you are expected to continually develop and strengthen the relationships held to create strategic partnerships through pro-active and personable interactions. Success in the role requires:

• Commercial and business acumen.
• A passion and strength for building robust relationships with a range of stakeholders.
• The ability to identify opportunities to delight and wow customers.
• Proven experience of Service Delivery best practices (including ITIL).
• An innovative approach to problem solving.
• Effective communication and negotiation skills at all levels, technical through to directors.
• The ability to motivate and galvanise disparate teams to deliver against customer requirements.

Key Accountabilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers, as well as strategic planning 6 months, 1 year and 2 years in advance.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining, developing a customer contact strategy and growth plans.
• Analyses operational processes, escalation procedures and performs assessments to identify opportunities for service delivery improvements and value add to the customer/clients.
• Develops service delivery procedures to ensure efficient and effective running of the service
• Confidently liaises between departments to resolve status, production, delivery and billing inquiries.
• Able to resolve issues in innovative and practical ways. 
• Reviews and negotiates credit claims.
• Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.  Uses skills as an experienced professional with a comprehensive understanding of industry best practices and company policies and procedures

Key Requirements

• Comprehensive understanding and experience of industry best practices and how to apply them to company policies and procedures and customer requirements. The ability to communicate technical information and complex technical issues to a variety of stakeholders.
• Excellent networking skills, with a proven ability to navigate organizations and build strong relationships with C level leaders.
• Aptitude for resolving a variety of issues efficiently and effectively – with the authority to create solutions and the desire to take on responsibility.
• Highest level of communication, organization, problem solving, and time management skills.
• Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans.
• 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.
• Experience with customer negotiations.
• Experience managing large corporate accounts.
• Excellent ability to prioritise a highly varied work load.
• Strong Experience in the IT industry with a good understanding of Internet Technologies.
• Demonstrates leadership skills and qualities.
• Solid understanding of industry standard Project Management methodologies.
• Experience managing projects from inception to completion

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Our compensation reflects the cost of labor across several geographic markets. The compensation range for this position ranges from £95,790.00/year in our lowest geographic market up to £127,617.00/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Learn more about benefits at Rackspace.

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