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. Location Work Locations for Mexico Rackers: fully remote from one of these states: Mexico City, Estado de Mexico, Monterrey, Aguascalientes, Nuevo León, Puebla, or Queretaro. Key Responsibilities Manages relationships of more complex accounts due to level of MRR and complexity of systems. Supports Enterprise level accounts and/or the most complex SMB accounts. Uses professional concepts; applies company policies and procedures to resolve complex issues. Functions as an advanced relationship builder with internal and external influence. Solves complex customer problems. Executes advanced project management skills and techniques. Works cross-functionally to solve customer problems, involving internal teams based on product expertise and customer configuration. Partners with sales to identify, research and execute on opportunities to leverage the Rackspace product portfolio to grow customer’s footprint. Lead peers and develop Account Manager Is & IIs. Implements component upgrades. Assists Team Leader in coaching and developing Account Management team. 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. Competencies Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results. Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success. Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions. Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions. Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders. Knowledge Basic understanding of the IT industry and various technologies. Basic knowledge of the Rackspace product portfolio, servers, and computer hardware. Basic understanding of Cloud technologies and working practices. Skills Administrative Skills AR/Billing Software Tools Budget Management Client/Customer Service Coaching/Counseling Cost-benefit Analysis Customer Relationship Management Data Analysis ERP Software Skills Formal Writing Skills MS Excel Skills Negotiation Skills Presentation Building Process Improvement Public Speaking Query Resolution Skills Revenue Risk Assessment/Identification Stakeholder Management (external/internal) Technical Troubleshooting Education High School Diploma or regional equivalent required. Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement. Experience 2 - 4 years of experience in a Customer Success Manager role required. Equal Employment Opportunity Statement We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know. #J-18808-Ljbffr