Customer Success Manager

6 days ago

Melbourne, Australia Rackspace Full time

As the customer’s primary point of contact with Rackspace the Customer Success Manager is pivotal in delivering this and ensuring that the AUSTRALIA/NZ regions customer’s expectations are exceeded. The Customer Success manager has complete ownership of the relationship between Rackspace and their dedicated portfolio of customers. A customer Success 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
- The ability to identify opportunities to delight and wow customers
- Effective service delivery and escalation management
- Effective communication and negotiation skills at all levels, technical through to directors
- Commercial and business acumen

**Key Accountabilities**:

- Building strong partnership relationships with customers
- Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
- Schedule customer maintenances and ensure appropriate quality checks have been completed
- Manage customer projects and oversee implementations for on time delivery
- Review service failures and produce incident reports when required
- Validate, negotiate and process service credits
- Produce and maintain service improvement plans
- Manage contract renewal negotiations
- Ensure appropriate documentation is in place for specific support requirements
- Organise and chair monthly/quarterly service review meetings
- Identify opportunities for growth and pass leads to a Business Development Consultant
- Produce ad-hoc reports when required
- Responsible for adhering to company security policies and procedure as directed

**Key Performance Indicators**:

- Strive towards a world class target of 80% for the Net Promoter Score
- Ensure high End of Ticket Ratings through world class Service Delivery Management
- Engagement of every customer within their customer portfolio at a minimum once per quarter
- Contribute to install base growth by identifying new business / upgrade opportunities
- Accurately forecast churn and engage managers / business development consultants to avoid defection
- Reduce the risk of churn by ensuring we retain customers in contract
- Control credit memos through good administrative control and negotiation on service failures

**Person Specification**:

- Tenacious problem solver, will own issues until full resolution
- Excellent communication skills, both written and verbal with great attention to detail
- Strong rapport and relationship building skills with both internal departments and external customers
- Strong negotiation skills
- A good level of business awareness and commercial acumen
- Ability to create wow/ delighter moments with customers
- Strong organisational, time management and prioritization skills
- Able to take a creative approach to situations and problem solving
- A minimum of one years experience in a Service Delivery/ Account Management role
- A minimum of one years experience in the IT industry or holds a good understanding of Internet Technologies
- Foundation level understanding of Project Management
- Understanding of IT industry working practices/ methodologies
- ITIL foundation certification desirable but not essential
- Due to 24x7x365 operation, must be willing to be available for occasional out of hours work

LI-SM6

**About Rackspace Technology**

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