Advisory Customer Success Manager- US- Remote
United States - Remote•United StatesNorth America•June 10, 2023
Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Ensures that operational teams have a clear understanding of client requirements. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s). Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
- Requires specialized depth and/or breadth of expertise in own job discipline or field.
- Leads others to solve complex problems.
- Works independently, with guidance in only the most complex situations.
- May provide functional leadership to teams or projects.
Critical Competencies
- Account Development: Identifies key buyers, decision makers, influencers/stakeholders across a customer organization and develops/nurtures strategic account relationships. Creates opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to grow customer accounts and expand business opportunities and relationships. Gathers information about customer business challenges/drivers and leverages internal relationships to identify and align resources to meet customer needs.
- Customer Knowledge: Develops and shares expert knowledge of customer's organization structure (e.g., geographies, business units), operations and business processes, and how they support the customer's strategic objectives, in order to identify customer needs Identifies customer’s key decision makers and leverages an understanding of their unique perspectives and priorities when building relationships Maintains thorough knowledge of customer’s industry, including key market and economic factors impacting business performance, as well as competitive landscape, in order to assist in creating effective customer solutions
- Service Delivery Effectiveness: Reports service level outcomes and trends using metric tracking systems and tools. Provides input into SLAs and measures and interprets service delivery results against standards. Identifies service delivery gaps and implements plans to improve outcomes.
- Active Listening: Listens attentively, clarifying messages and expectations and asking thoughtful questions to determine any unstated needs of the speaker. Responds to others’ non-verbal behavior and picks up on the true message, whether spoken or unspoken. Validates the intent of the message and offers appropriate constructive input.
- Multi-tasking & Prioritization: Balances several projects and tasks simultaneously with minimal error and without losing track of important details or deliverables. Determines the relative impact and urgency of time-sensitive and complicated projects and tasks. Supports others in setting priorities and eliminating roadblocks; aligns own priorities with the objectives of the company and the department.
Key Responsibilities
- Other Incidental tasks related to the job, as necessary.
- Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).
- Provides input to, and executes on, churn mitigation strategies.
- Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.
- Conducts monthly service reviews, preparing MAR/QBR materials.
- Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.
- Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.
- Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.
- Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
- Supports Client Executives in the preparation and facilitation of customer visits; in discussions with Legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.
- Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances.
- Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.).
Knowledge
- Requires specialized depth and/or breadth of expertise in own job discipline or field.
- Strong knowledge of hosting environment.
- Strong knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
- Expert understanding of Rackspace’s differentiator in the market.
Skills
- Ability to interpret internal/external business challenges and recommend best practices to improve processes or services.
- 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.
- Expert interpersonal, written, and verbal communication and negotiation skills.
- Exhibits excellent attention to detail.
- Excellent creative problem-solving abilities.
- Flexible and adaptable to work schedule based on customer need.
- Ability to thrive in a complex and rapidly changing environment.
- Able to prioritize and highly varied work level in order to maintain required productivity levels.
Education
- Bachelor's Degree in field related to role required.
- At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
Certifications
- ITIL certification preferred.
Experience
- 8 - 11 years of experience in the field of role required.
- Prior account management experience highly desirable.
- Relevant hosting/technology experience preferred.
- Previous sales experience preferred.
Physical Demands
- General office environment: no special physical demands required.
- May require long periods of sitting and viewing a computer monitor.
- Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.
Travel
- Occasional domestic/international travel, less than 50%
Disclaimer
- The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.