Lead Customer Success Manager

Job details

Job type full-time

Benefits pulled from the full job description

Paid time off

Full job description

Manages the delivery of contracted services to clients to ensure that slas (service level agreements) and kpi (key performance indicators) as defined in the relevant contracts are met or exceededEnsures that operational teams have a clear understanding of client requirementsBuilds and maintains strong client relationships and provides day-to-day client advice and supportPromotes the organization`s capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s)Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Career level summary

Recognized as an external thought leader within a strategic organization function or job discipline and requires broad and comprehensive expertise in leading-edge theories, techniques and/or technologies within own field.
Proactively identifies and solves problems that impact the management and direction of the business.
Contributes to the development of the organizational function strategy or product or business strategy.
Progression to this level is typically restricted on the basis of individual capabilities and business requirements.

Critical competencies

Account development: serves as a trusted advisor and consultant to customer executive sponsors, and leads others to develop and expand strategic account relationshipsBuilds and expands profitable business partnerships with customer organization by formulating account development and growth strategies and driving executionProvides strategic advice to customer account team leadership to assist them in achieving their business goals by defining, negotiating, and delivering value-added solutions to all stakeholders and serving as a customer advocate.
Customer knowledge: leads efforts to gather and disseminate intel about critical (current and potential) customer organizations to ensure deep understanding in order to predict and meet complex business needs networks with key leaders across the customer organization, leveraging deep knowledge of individual personalities, priorities and preferences to introduce other colleagues and expand relationships utilizes expert knowledge of company’s industry and competitive market to act as an innovator and thought leader to create effective solutions for customer
Service delivery effectiveness: develops new methods, dashboards and tools for reporting aggregated service delivery resultsRegularly reviews slas and benchmarks to ensure they reflect the current state (e.g., needs, environmental factors, technology); drives adherence to standards, ensuring governance protocols are in place holds the organization and teams accountable for closing service delivery gaps, providing expert coaching on the implementation of initiatives.
Active listening: leads discussions with multiple stakeholders, reiterating and reflecting on various (and sometimes conflicting) messages to ensure broad understandingRecognizes a spectrum of verbal and nonverbal/behavioral cues and coaches others on how to observe and interpret those cuesValidates and leads others to come to agreement on a point of view or solutions.
Multi-tasking & prioritization: balances short-term considerations with long-term goals and ensures that critical deliverables are metManages multiple overlapping timelines and competing demands, weighing the needs of different stakeholders across the business to determine priorities parallel projects and sets priorities according to business needsAssesses market conditions to determine priorities and level of investment; changes priorities as necessary to achieve short-term and long-term organizational success.

Key responsibilities

Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (servicenow/core).
Provides input to, and executes on, churn mitigation strategies.
Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.
Conducts monthly service reviews, preparing mar/qbr materials.
Handles customer escalations, serving as the main point of escalation during downtime events; and attending rca sessions for individual customer incidents to compile incident reports.
Responsible for following up with assigned customers on loyalty nps survey responses, in addition to following up on closed tickets flagged as nps-t, facilitating calls with internal support teams where necessary.
Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.
Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
Supports client executives in the preparation and facilitation of customer visits; in discussions with legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.
Supports client engineers/architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances.
Supports customer success associates, and remains informed regarding administration activities for assigned customers (e.gNps administration, ticket routing, contract administration, etc.).
Other incidental tasks related to the job, as necessary.

Knowledge

Recognized as “guru” or external expert in a job discipline.
Requires broad and comprehensive expertise in leading-edge theories, techniques and/or technologies within own field.
Expert knowledge of hosting environment.
Expert knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
Expert understanding of rackspace’s differentiator in the market.

Skills

Ability to influence internal/ external business issues that have an impact on the business.
Ability to adapt working style and approach to best communicate with various business contacts.
Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways.
Demonstrated ability to influence decision making.
Ability to understand and apply rax customer support model and demonstrate value to customers.
Expert interpersonal, written, and verbal communication and negotiation skills.
Exhibits excellent attention to detail.
Excellent creative problem-solving abilities.
Flexible and adaptable to work schedule based on customer need.
Ability to thrive in a complex and rapidly changing environment.
Able to prioritize and highly varied work level in order to maintain required productivity levels.

Education

Bachelor`s degree in field related to role required.
At the manager`s discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to high school diploma is required.

Certifications

Itil certification preferred.

Experience

15+ years of experience in the field of role required.
Prior account management experience highly desirable.
Relevant hosting/technology experience preferred.
Previous sales experience preferred.

Travel

Occasional domestic/international travel, less than 50%

Are you a racker? rackers thrive in fast-paced environments built to inspire learning, growing, and innovatingThey are mission-inspired, values-grounded, culture-focused, and dedicated to making a positive impact in everything they doRackers are inherently wired to solve problems and share ideas in small, nimble teamsAs experts in what they do, rackers are serious about delivering a fanatical experience™ to our customersRackers are valued members of a winning team on an inspiring mission and we want you to join the racker family! why work at rackspace technology? find your fanaticalWe deliver the best customer experience in the industry to businesses that perform life-saving research, power cities, and feed millionsCome as you areCultivating inclusion is not just the right thing to do, it enables us to winOur executive inclusion council and racker resource groups (rrgs) partner to enable an inclusive workplace and drive initiatives such as rackspace’s participation in the annual texas conference for womenSatisfy your curiosityNo matter where you are going, we can help you get thereOur internal learning department, rackspace university®, provides training and development to rackers – from microsoft™ certifications to effective leadership training – our goal is to help you growMake a differenceAt the core of every racker is a drive to leave the world better than we found it, and we are passionate about giving back to our communities across the globeWhile rackers can leverage paid volunteer time off for any cause, our rack gives back program creates opportunities for rackers to give their time and talent to othersLive life completelyWe offer a well-rounded suite of health and wellness programs that help our rackers achieve a healthy and balanced lifestyleSo while our rackers are busy taking care of our customers, we take care of our rackers.
#li-remote #li-cm1 “the following information is required by the colorado equal pay transparency act and applies only to individuals working in the state of coloradoThe anticipated starting pay range of colorado applicants for this role is 137,500 – 219,900Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work locationInformation on benefits offered is here.”
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