Manager, Customer Success - Private Cloud - Australia

Manager, Customer Success.Location: Sydney - Australia Role: Handling team of Customer success ManagersJob Profile Summary: The Customer success Managers has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers. A Service Delivery Manager is expected to continually develop and strengthen the relationships held to create long partnerships through pro-active and personable interactions. Success in the role requires: A passion for working with people and the ability to quickly build rapport. Building strong customer relationships that can yield win-win situations through adding value. The ability to identify opportunities to delight and wow customers. A high- level understanding of business technology solutions. Effective service delivery and escalation management. A creative approach to problem solving. Effective communication and negotiation skills at all levels, technical through to directors. Commercial and business acumen. Close partnership with an aligned Lead Engineer, and professional virtual teaming with other customer-aligned rolesKey Responsibilities • Lead and manage a team of Customer Care Managers within the Enterprise segment that includes all measures of customer growth, loyalty, profits and Racker engagement. • Recruiting, managing and developing technical and non-technical Rackers whilst maintaining the Rackspace culture. • Coaching teams on how to apply industry best practices during customer consultations. • Setting team targets whilst managing and monitoring performance accordingly. • Building a scalable and efficient organizational model that adapts to our changing customer landscape and product portfolio. • Reviewing service breakdowns to implement process improvement opportunities. • Acting as an escalation point for customer and staff issues. • Managing SLAs and implementing process change to underpin contractual SLAs • Be a collaborative partner with other departments in the UK and US to deploy and optimize new service solutions to achieve growth targets. • Leading and driving key initiatives to improve the experience of both Racker and Clients. • Recruitment for talent and succession planning throughout the department. • Customer Growth is measured on % growth in the Installed Base the target is set on a quarterly basis. • Customer Loyalty is measured using the NPS the target is set on a quarterly basis. • Retention of customers is measured using a % defection churn against the Installed Base. • Racker Engagement is measured using the quarterly Sirota survey. • Scaling the organization is measured using a Cost To Support metric. • Service breakdowns are measured by calculating the % of service credits raised against the Installed Base. • Succession planning is measured against our ability to continue with business seamlessly if we were to lose a key Racker. Knowledge • Great understanding of the IT industry and various technologies • Deep understanding of Service Management best practices such as ITIL • Significant operational management experience within a mission critical environment • Proven management experience and ability to coach junior managers • Effective trouble shooting and analytical skills and ability to manage complex & technical projects • Effective cost center management and budgetary control • Compelling business case formation and follow through • Strong negotiation skills with suppliers and customers • Ability to meet challenging targets within tight deadlines • Proven track record of change improvement meeting strategic objectives • A great attitude with internal customers and external parties, excellent written, verbal, and communications skills • Ability to inspire and motivate others • Track record in delivering on a customer service model with exceptional results • Track record of high performance and achievement 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.