Customer Sucess Manager IV in Mexico City at Rackspace

Date Posted: 3/25/2020

Job Snapshot

Job Description

PRIMARY RESPONSIBILITY: Owns the relationship held with each customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support needs are met. Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support. Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization, identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation of Fanatical Support is upheld. Owns customer requests for component upgrades. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint.

* KNOWLEDGE/SKILLS/ABILITY: Progressive knowledge of hosting environment. 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 domonstrate value to customers. Expert interpersonal, written, and verbal communication and negotiation skills. Exhibits excellent attention to detail. Excellent creative problem-solving abilities. Advanced knowledge of business products, industry trends/best practices and solid understanding of financial terminology. Advanced understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT. 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. Demonstrated leadership skills and qualities. Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations. Demonstrates a mastery of the Account Manager III role.

* JOB COMPLEXITY: 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, 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, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews SLA claims. Develops and manages responses, ensuring customer 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 interests of ensuring appropriate profit margins are reached and maintained. Manages technical resource(s) to solve customer problems and escalations. Coordinates builds and maintenances. Renews customer contracts. Responsible for conversion of all component upgrades. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

* SUPERVISION: Manages customer base independently with wide latitude for independent judgment and ownership of issues.

* EXPERIENCE/EDUCATION: High School Diploma or equivalent Required. Bachelor's Degree required. At the manager's discretion, internal candidates may substitute relevant experience for the degree requirement (3 years of experience required for every year of degree education missing). Prior account management experience highly desirable. Relevant hosting/technology experience preferred. Previous sales experience preferred.

EXTERNAL: 5 - 7 years relevant service/relationship management experience.

INTERNAL: 3 years RAX AM II - III combined experience.

* PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Occasional domestic travel, less than 10%.


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