Customer Success Manager

A Senior Technology Consultant is responsible for the operational availability of (a) designated customer platform(s). You’ll be a strong technical expert, with experience on complex projects from inception to delivery, to deliver automated, secure and robust private and cloud infrastructure solutions. As a central point of contact, you will be leading and mentoring a team of engineers to deliver world class service to our customers.Through both hands-on and consultative approaches, you will be responsible for supporting customers with tasks including provisioning resources and modifying customer environments, performing upgrades, and addressing day-to-day customer issues. You’re happy to get involved in all levels of technical discussions, from architecture to hands on coding.You’ll be the voice of Rackspace within the customer

Key Accountabilities:

• Serves as liaison between clients and Rackspace technical departments in order to ensure that all targets and requirements are met. 
• Maintain a Customer Platform in an extent it exceeds customer expectations
• Coordinates incident resolution between different resolver groups when required.
• Advise change/ delivery teams on potential risks resulting from changes/ new implementations on the customer platform
• Pro-actively seeks to improve the performance of the customer platform
• Provides tactical direction on the development of the Customer Platform (technical Life Cycle Management)
• Oversees the impact, resolution and repetition prevention of Major Incidents on the Customer Platform
• Assures adequate monitoring of the Customer Platform
• Documents the Customer Platform
• Awareness of everything concerning the customer platform.

Required Skills:

• PMP/Prince2 (Practitioner) certification.
• Proven ability to organise and execute projects in a consistent, repeatable and reliable manner.
• Technical conversational knowledge in the following areas: Public Cloud, DataCenter strategy & operations, capacity, utilisation, and performance, Backup, Storage, and Disaster Recovery, migration & consolidation
• IT Service Management and Service Delivery (ITIL certification preferred)
• Excellent time management, communications, decision making, presentation, human relations and organisation skills.
• Able to resolve problems in a timely manner.
• Ability to communicate technical information and ideas so others will understand.
• General knowledge of cloud technologies, IT operations, project management operations.
• Ability to adapt to a rapidly changing environment, handling shifting priorities and ambiguity.
• Enterprise level use of MS Office suite including Project and Visio and knowledge of other project management tools.
• Project management experience or scoping, planning, leading and monitoring technical projects from initiation through delivery preferably in managed services or Cloud.
• Experience working on infrastructure technology projects
• Fluent in English and Dutch

Desirable Skills:

• Typically computing/engineering/science degree.
• Formal vendor training to professional certification standards, e.g. CCNP, MCSE, Azure certified systems engineer etc.
• Experience in the relevant technical skill area(s) with appropriate formal training.
• Experienced, fully competent in own area, can act as a key contributor in a more complex/critical environment, and is able to co-ordinate activities of others (the team leader).
• Has depth of expertise in more than one area, and can apply knowledge/skills to a range of activities acting as a source of technical expertise to others in own area.
• Able to interpret internal/external business issues and recommended best practice in own discipline, and to make changes to own and others work to meet these.
• Able to act proactively to understand client needs and offer assistance even when not asked.
• Awareness of profitability needs and can manage costs for specific projects.
• Able to find the underlying issue and patterns in complex situations, taking a new perspective on existing solutions to complex problems, and is able to explain difficult concepts to a variety of audiences to ensure that the meaning is understood.
• Able to manage own time to meet agreed targets and to develop plans for projects in own area over the medium term, including forecasting/organising all resource requirements and finance.
• Can motivate other team members and create informal networks with key contacts outside own area. Understands appropriate customer Business Processes and operating environments.
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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.