Customer Success Manager

1 week ago

Melbourne, Victoria, 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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