Strategic Customer Success Manager-TX DIR at Rackspace Technology (San Antonio, TX)

| San Antonio, TX
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Overview:

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

Knows how to speak to technology, understands the decision-making process as to why certain technologies should be chosen over others and how the customer can leverage technologies to their advantage

Advises and influences customers toward technologies

Works independently; overall review based on the attainment of stated goals and objectives

Capable of conducting solo account reviews/customer visits

Provides mentoring/ training/ coaching to lower-level TAMs and AMs

Determines methods and procedures for new assignments

May mentor or lead others

The ideal candidate is expected to collaborate in person and remotely (as required) to build strong onsite relationships with clients located in Austin, Texas.

Ability to obtain and maintain CJIS clearance

You Will:

  • Advanced technical/product knowledge
  • Knows who to contact internally for escalations
  • May manage a moderately complex account load
  • Ability to handle day-to-day tasks independently
  • Ability to conduct implementation calls and lead customer visits
  • Ability to present written and verbal proposals and grow the installed base
  • Ability to use negotiating skills
  • Understand invoicing, contracts, proposals and renewals
  • Excellent creative problem-solving abilities, coupled with a desire to take on responsibility
  • Evaluates defines and influences internal processes; recommends and drives process changes
  • Provides training and mentoring to less experienced peers. Intelligently speak to customer technology capabilities, possibilities and pitfalls-- recognizes, understands why and how to fix and how to prevent in the future
  • Owns coordination with the support team to ensure customer satisfaction
  • Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes, knows why specific options will work for customers and can explain the difference in recommendations
  • Can guide customers through how to implement options
  • Advanced understanding of technology partners and how they can assist our customers; facilitate relationships with external RAX partners

You Have:

  • 7-10 years of relevant service/relationship management experience including a minimum of 4 years in a customer-facing technical support or account management role acting as an advisor to customers
  • Experience independently analysing, troubleshooting, and problem-solving customer issues;
  • Experience handling multiple tasks simultaneously
  • First-hand knowledge or experience in industry competitors, products, trends and technology (HOW: usage of competitor technology)
  • Advanced knowledge of how to scale customer configurations using dedicated or cloud-based technology
  • Strong understanding of customer’s strategy and profitability and how to use account management tools
  • Strong working knowledge and ability to follow company processes and procedures
  • Strong project management skills on a moderate scale
  • Full understanding of how to apply SLAs and remedies
  • Advanced knowledge of the configuration build process
  • Strong time management skills
  • Demonstrates a solid understanding of using the Account Manager role as a strategic differentiator in reaching team and company goals
  • Excellent interpersonal, written and verbal communication skills
  • Exhibits excellent attention to detail
  • Ability to communicate technical info and ideas so others will understand
  • Ability to successfully work and promote inclusiveness in small groups
  • Ability to provide FANATICAL support
  • Working understanding of Rackspace competitors: offerings, technologies, partners, trends, etc
  • Strong knowledge of Rackspace products and the ability to educate customers on RAX differentiators/comparisons and why they are used in different scenarios
  • Able to prioritize a highly varied work level in order to maintain required productivity levels
  • Able to demonstrate innovative problem solving and critical thinking. Intermediate understanding of financial terminology and business acumen
  • Flexible and adaptable to work schedules based on customer need

Education:

  • High school diploma or equivalent required
  • Bachelor's degree in a related field preferred

Preferred Certifications:

  • AWS Cloud Practitioner +
  • Azure Fundamentals +
  • Google Cloud Foundational +
  • PMP
  • ITIL

The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is $81-600-$131,600.

Actual 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 location. Information on Benefits –offered.

About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
 
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. 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.
 

More Information on Rackspace Technology
Rackspace Technology operates in the Cloud industry. The company is located in San Antonio, TX and San Antonio, TX. Rackspace Technology was founded in 1998. It has 7509 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 257 open jobs at Rackspace Technology, click here.
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