Provides leadership and direction for the proactive, programmatic and long-term vision of the Commercial customer's journey with revenue growth, value creation, profit, and retention at the core of that journey. This includes growing and refining a best in class Customer Growth framework including revenue expansion, customer strategic planning & QBRs, contract renewals, solution adoption, solution expansion, and relationship management standardization & optimization. Manages all facets of customer growth and retention, including participating in the resolution of customer concerns and supporting revenue growth and customer expansion proposals. Defines and develops a customer growth and contact strategy. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Key Responsibilities
Drive Customer Growth team to develop and maintain strong senior-level relationships/partnerships with customers [stakeholders and executive sponsors] to ensure alignment to business needs.
Provides operational direction to team in alignment with revenue growth goals and objectives.
Collaborates with leaders and peers to review and improve the framework and processes for Customer Growth and Success Management, including planning and execution of regular and appropriate strategically focused revenue growth plays, Executive Business Reviews [QBRs], contract renewals, retention plays, expansion plays, and customer advocacy.
Responsible for developing and providing leadership to a team, including quarterly productivity reviews, product knowledge reviews, goal and forecasting advising and review, and account growth plan reviews.
Drive growth strategies by creating a culture where Customer Growth teams are naturally driven to grow their business through cross-selling and upselling, including value added services; facilitates support and professional service activities to maximize revenue growth.
Assist with sales activities as needed; identifies and capitalizes on development opportunities for sellers through sales interactions.
Assist with customer success activities as needed; identifies and capitalizes on development opportunities for customer success managers through customer interactions.
Collaborate with leadership and peers to ensure development of cost savings and performance improvement initiatives, aligned with strategic plans and key initiatives.
Work cross-functionally across internal customer growth and support organizations to deliver Fanatical Experience and ensure high marks for customer satisfaction.
Lead projects that require collaboration with internal stakeholders and functional segments to improve the customer experience and growth journey throughout the customer lifecycle and drive operational efficiencies.
Advocate for client IT requests and ongoing strategic development of IT roadmap.
Maintain an understanding of all aspects of solutions & services supporting Customer Growth.
Critical Competencies
Customer Knowledge: Demonstrates knowledge of customer's organization structure, business strategy and challenges, product/service offerings, key leaders and industry.
Relationship Management: Cultivates business relationships, partnerships and alliances internally, externally and virtually.
Strategic Sales Planning: Creates competitive and breakthrough sales strategies and plans, anticipating future consequences and trends accurately.
Negotiation and Influence: Engages in discussion to reach an agreement and create outcomes, affecting the action, behaviors, or opinions of others.
Technical Knowledge of Products: Leverages technical knowledge of products to meet customer needs and understands market segments as well as market data trends.
Systems Thinking: Takes a whole systems approach to analyze business issues and implements holistic solutions, ensuring that linkages between structure, people, process and technology are made.
Knowledge, Skills, and Abilities
Strong knowledge of all facets of customer growth and retention.
Strong knowledge in professional sales training and sales process.
Broad knowledge of the IT industry, general business operations, the customer growth function and how it interacts within the overall organization.
Proficient product knowledge in support of customer segment and Rackspace standards.
Strong knowledge in finding a resolution to a customer's concerns.
Applies understanding of the business and how own area integrates with others to achieve functional area objectives.
Strong skills in defining and developing a customer contact and growth strategy.
Strong attention to detail.
Strong capabilities in analyzing operational processes and procedures and performing training needs assessments for identifying opportunities for customer relationship and growth improvements.
Exceptional people skills; the ability develop, mentor, engage and motivate staff to excellence.
Strong communication skills: verbal, written, interpersonal, and presentation.
Excellent time management, decision-making, and organization skills.
Ability to develop and communicate individual goals and executable tasks based on functional and strategic goals and objectives.
Qualifications
Bachelor's Degree in Business, Marketing, Sales, or field related to role required.
5+ years of relevant experience with customer relationship and growth required.
Experience as an individual contributor operating with customers in the MidMarket or Enterprise segments required.
Experience successfully delivering customer outcomes that include revenue growth and customer solution and footprint expansion targets required.
Experience cultivating and nurturing customer relationships required.
Experience indirectly leading teams or guiding/mentoring less experienced resources required.
Experience delivering against a sales or revenue growth quota preferred.
Experience managing a team 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 #LI-Remote 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.
