Customer Success Manager III (Remote in Mexico)

The Customer Success Manager III at Rackspace Technology owns the relationship held with a customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer's technical, administration, and specialist support needs are met. Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support. Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization through identifying and taking advantage of sales, networking, and public relations opportunities and managing difficult situations to ensure Rackspace’s reputation of FANATICAL support is upheld. Owns customer requests for component upgrades. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint.*Previous I.T. industry experience is required*Work Location: Remote- Fluent, Bi-lingual (Spanish and English): Please submit a resume in English to be considered for the role. interviews will be held in English. - Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla.- This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations.

Key Responsibilities

• Provides leadership and direction for the delivery of pre-and post-sales services and support to clients/customers.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and executing a customer contact strategy.
• Analyzes operational processes, and escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Liaises between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
• Reviews SLA claims. Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.
• Uses skills as an experienced professional with an understanding of industry practices and company policies and procedures; resolves a wide range of issues in practical ways.
• Manages market research to determine special pricing for nonstandard items in the interest of ensuring appropriate profit margins are reached and maintained.
• Manages technical resource(s) to solve customer problems and escalations.
• Renews customer contracts.
• Responsible for conversion of all component upgrades.
• Decisions impact own team and other teams whose work activities are closely related.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Works on problems of moderate scope where analysis of data requires evaluation of identifiable factors.
• Completes mostly transactional work where learning is applied to new situations.
• Contributes to the solution of straightforward business problems regarding operations, products, services, or customers.
• Analyzes information, asks questions, and checks for understanding using standard procedures and processes.
• Applies acquired skills and experience to complete moderately complex, but routine tasks.
• Continues to develop expertise.
• Manages relationships of more complex accounts due to the level of MRR and complexity of systems.
• Supports Enterprise level accounts.
• Uses professional concepts; applies company policies and procedures to resolve complex issues.
• Functions as an advanced relationship builder with internal and external influence.
• Innovatively solves complex customer problems. Executes advanced project management skills and techniques.
• Works cross-functionally to solve customer problems, involving internal teams based on product expertise and customer configuration.
• Schedules maintenances.
• Renews customer relationship with Rackspace. Responsible for the conversion of component upgrades.
• May suggest improvements to existing processes and solutions to improve the efficiency of the team.
• Maintains internal relationships and determines the need for external contacts.

Education/Experience

• High school diploma required
• Bachelor’s degree required.
• At the manager’s discretion, additional relevant I.T. industry experience may substitute for the degree requirement.
• Requires 5 - 7 years of relevant service/relationship management experience.
• Prior account management experience.
• Relevant hosting or I.T. industry experience is required.
• Previous sales experience preferred.

Travel

• Travel to the office for in-person collaboration and customer meetings 20% of the time.

*Previous I.T. industry experience is required*Work Location: Remote- Fluent, Bi-lingual (Spanish and English): Please submit a resume in English to be considered for the role. interviews will be held in English. - Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla.- This opportunity is a permanent remote job, but you need to be based in Mexico at one of the above locations.#LI-AW1#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.