Manager, Customer Success

Job Profile Summary:The Manager, Customer Success provides strategic 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 defining and developing 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. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing, and accounting to resolve status, production, delivery, and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non-standard items in the interest of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.  The success of the position will be measured by customer satisfaction, overall team performance, and the ability to achieve individual objectives while continually improving business processes. This position requires the individual to be able to work with minimal supervision and display a wide latitude for independent judgment while being responsible for regular reporting on team performance and areas for improvement.Careel Level SummaryProvides direct supervision to exempt employees and/or skilled, nonexempt employees (i.e., technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. Provides mentoring, coaching, and training to Customer Success managers. 

Responsibilities

• Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company.
• Participates in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people.
• Ensures budgets and schedules meet corporate expectations. Workflow management and prioritization.
• Responsible for assisting the team to minimize customer downtime via proactive escalation management.
• Ensure all business processes are followed. Rapid and effective fault fix activity, proactive recommendations of systems architecture review and improvements.
• Manages the development of a team of customer Success Managers.
• Participates with other senior managers to establish strategic plans and objectives.
• Makes final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives. Erroneous decisions will have a serious impact on the overall success of functional, division, or company operations.
• Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior-level leaders regarding matters of significance to the organization.
• Serves as an escalation point for internal and external issues – can be leveraged off hours for customer-impacting issues.
• Manages the work efforts of individual contributors with responsibility for hiring, firing, performance appraisals, and pay reviews.

Knowledge

• Invaluable knowledge of all facets of customer retention (CRM).
• Expert knowledge in finding a resolution to a customer’s concerns and defining and developing a customer contact strategy.
• Expert knowledge in analyzing operational processes, escalation procedures, and performing training needs assessments for identifying opportunities for service delivery improvements.
• Expert knowledge in developing customer service department procedures.
• Specialist product knowledge in support of Rackspace standards.
• Ability to communicate technical info and ideas so others will understand.
• Exceptional people skills; the ability to engage and motivate staff.
• Direct experience with the Salesforce ERP.

Education/Experience

• High school diploma or equivalent required
• ITIL Certification preferred
• At least 4 years of Operational Management experience within a mission-critical environment, committed to providing FANATICAL customer service.
• A strong background in account management or demonstrative hosting-specific technical skills.

Location

• Hybrid: in office work will be on an occasional basis.

#LI-AW1, #LI-HybridAbout 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.