Customer Success Manager - Strategic Accounts

Customer Success Manager – Strategic Accounts

The Customer Success Manager has ownership of the relationship between Rackspace and their dedicated portfolio of customers. As a Customer Success Manager you are expected to continually develop and strengthen the relationships held to create strategic partnerships through pro-active and personable interactions. Success in the role requires:

• Commercial and business acumen.
• A passion and strength for building robust relationships with a range of stakeholders.
• The ability to identify opportunities to delight and wow customers.
• Proven experience of Service Delivery best practices (including ITIL).
• An innovative approach to problem solving.
• Effective communication and negotiation skills at all levels, technical through to directors.
• The ability to motivate and galvanise disparate teams to deliver against customer requirements.

Key Accountabilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers, as well as strategic planning 6 months, 1 year and 2 years in advance.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining, developing a customer contact strategy and growth plans.
• Analyses operational processes, escalation procedures and performs assessments to identify opportunities for service delivery improvements and value add to the customer/clients.
• Develops service delivery procedures to ensure efficient and effective running of the service
• Confidently liaises between departments to resolve status, production, delivery and billing inquiries.
• Able to resolve issues in innovative and practical ways.
• Reviews and negotiates credit 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 a comprehensive understanding of industry best practices and company policies and procedures

…