Enterprise Customer Success Manager

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.Our Enterprise customers host critical business applications and have a high expectation for the level of service provided.  As the customer’s primary point of contact with Rackspace the Customer Success Manager role is pivotal in delivering this and ensuring that customer expectations are exceeded. The Customer Success Manager drives and is accountable for the relationship between Rackspace and their dedicated portfolio of customers and all the services they are utilizing. Success in the role requires:• Delivering service excellence leveraging the ITIL framework • Developing strong professional relationships, building rapport both internally and externally to deliver service, sustainable revenue growth and account stability • A passion for working in small and large teams, directing, and holding others accountable to providing excellent customer outcomes withing contract terms, profitably.• Acting as an industry leader- developing a point of view and advisory techniques, providing mentoring, and implementing continuous improvement programs within segments and verticals 

Key Accountabilities

• Strategic leadership and direction for the delivery of the full customer lifecycle, including all post-sales services- from implementation and customer on-boarding to provision and manage services and support to clients/customers.
• Strategic planning and collaboration with commercial and product teams to ensure customer scalability, growth, and retention
• Adding customer value via strategic engagement with sales and technical teams
• Procedure and process deployment to improve customer experience
• Customer retention- including resolving customer concerns and developing customer strategy through effective use of solution roadmaps, pricing/growth plans and continuous system optimization
• Liaises with sales, field service, order processing and accounting to resolve status, production, delivery and billing enquiries efficiently and effectively
• Follows industry practices and company policies and procedures
• Manages SLA responses, ensuring customer service with speed and accuracy
• Develops a point of view based on understanding of industry best practice, competitive landscape, services, and products to add customer value in imaginative and practical ways

Person Specification

• High level understanding of industry practices, strategy, and future direction
• Technical acumen and understanding of the multi-cloud solution landscape
• Strong communication, storytelling, and negotiation skills
• Aptitude for resolving a variety of issues quickly, collaboratively, and effectively
• Ability to adapt working style and approach to best achieve the desired outcome
• Demonstrated ability to build relationships, earn respect and trust, and influence decision makers and key stakeholders 
• Excellent ability to prioritize and thrive under pressure 
• 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.
• ITIL foundation certification desirable but not essential
• Due to 24x7x365 operation, must be willing to be available for occasional out of hours work

#LI-LP2#LI-RemoteAbout 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.