Overview & Responsibilities
Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace sales and support infrastructure to ensure the customer’s technical and specialist support needs are met. Owns customer issues from identification to resolution and ensures customers 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. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint. Has insight and understanding of the customer market position and advises on how Racksapce can be a strategic partner in reaching customer goals and objectives.
Highest level understanding of industry practices as well as company policies and procedures. Comprehensive knowledge of the Rackspace product portfolio. Strong ability to communicate technical information and complex technical issues so that others can understand. Aptitude for resolving a variety of issues quickly and effectively – with the authority to create solutions. Highest level communication, organization, problem solving, and time management skills. Proactive in nature – with a focus on creating strategic 6 month, 1 year, 2 year plans. Ability to have difficult conversations. Highest level 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.
JOB COMPLEXITY: Owns the customer relationship, influencing and interacting and the C-Suite level. Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/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 pricing/growth plans. Analyzes operational processes, 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 sales, technical service delivery, and accounting to resolve status, production, delivery and billing inquiries. Reviews SLA and ensures structure is in place to deliver on contractual obligations. 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. Conducts quarterly business reviews and advises customers on utilization. Manages technical resource(s) to solve customer problems and escalations. Negotiates and renews customer contracts.
Bachelor’s degree in related field. At the manager’s discretion, additional experience may substitute for the degree requirement
5 - 10 years of experience in a technologyproject management or technology customer facing role, including 8+ years of relevant technologyproject management and business to business service/relationship management experience
Solid understanding of financial terminology and customer’s profitability
Ability to adapt working style and approach to best communicate with various business contacts
3 years relevant hosting experiencepreferred.
Ability to use professional concepts with a full understanding of industry practices and company policies and procedures.
General knowledge of Networking, Hardware, Software, Product, etc.
Familiarity with ticketing systems
Advanced knowledge of Microsoft Suite
Familiar with Project Management in terms of prioritizing, organizing and getting maximum efficiency out of your day
Extensive knowledge of Rackspace’s portfolio of Products and Services
Extensive knowledge of Hosting solutions and how they work together
Subject matter expert on complex configurations or applications (VMWare, Storage, ERP applications such as Oracle EBS and OBIEE, SAP, and Peoplesoft, Databasetechnologies such as Oracle, MS SQL Server, MySQL, etc.)
Knowledge of how Public Clouds and Private Clouds work and implementation best practices of each, including Amazon AWS, Microsoft Azure, Google Cloud, and hosting within a private data center on-premise environment
Ability to communicate technical information and ideas so others understand both verbally and written
Strong understanding of project management principles. Intermediate knowledge of the project lifecycle.
Familiarity with project planning and support tools such as MS Project, Project Workbench, etc.
Prefer ITIL/SCRUM Certification
Prefer Project Management Professional (PMP) or Certified Scrum Master certifications