Rackspace is hiring an experienced Customer Success Manager to join our Government Solutions team.In this position, you will own the relationship held with each customer and serve as an interface between the customer and the Rackspace support infrastructure to ensure the customer's technical, system administration, and specialist support needs are met. The CSM 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. Owns customer requests for component upgrades. 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 Rackspace can be a strategic partner in reaching customer goals and objectives.
Key Responsibilities
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
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 manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews SLA claims.
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.
Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained.
Manages technical resource(s) to solve customer problems and escalations. Coordinates builds and maintenances.
Renews customer contracts.
Responsible for conversion of all component upgrades. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Qualifications
Must be able to pass a Public Trust background check at hire. Must be a U.S. citizen. May require further DoD security clearance.
Bachelor's degree in a related field required. At the manager's discretion, experience may substitute for education at a rate of 3 years' experience to 1 year of education; a combination of education and experience may be used. High school diploma or equivalent required.
Requires 7+ years of related work experience in customer success/relationship management.
Prior account management experience with public sector customers highly desirable.
Relevant hosting/technology experience preferred.
Previous sales experience preferred.
Are you a Racker?Rackers thrive in fast-paced environments built to inspire learning, growing, and innovating. They are mission-inspired, values-grounded, culture-focused and dedicated to making a positive impact in everything they do. Rackers are inherently wired to solve problems and share ideas in small, nimble teams. As experts in what they do, Rackers are serious about delivering a Fanatical Experience to our customers. Rackers are valued members of a winning team on an inspiring mission and we want you to come join the Racker family!Why work at Rackspace Technology?Find your fanatical. We deliver the best customer experience in the industry to businesses that perform life-saving research, power cities, and feed millions.Come as you are. Cultivating inclusion is not just the right thing to do, it enables us to win. Our Executive Inclusion Council and Racker Resource Groups (RRGs) partner to enable an inclusive workplace and drive initiatives such as Rackspace's participation in the annual Texas Conference for Women.Satisfy your curiosity. No matter where you are going, we can help you get there. Our internal learning department, Rackspace University, provides training and development to Rackers - from Microsoft certifications to effective leadership training - our goal is to help you grow.Make a difference. At the core of every Racker is a drive to leave the world better than we found it, and we are passionate about giving back to our communities across the globe. While Rackers can leverage paid volunteer time off for any cause, our Rack Gives Back program creates opportunities for Rackers to give our time and talent to others.Live life completely. We offer a well-rounded suite of health and wellness programs that help our Rackers achieve a healthy and balanced life-style. So while our Rackers are busy taking care of our customers, we take care of our Rackers. #LI-NM1
About Rackspace TechnologyWe 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 TechnologyThough 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.Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
