Senior Manager, Customer Success

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 add value to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing, and accounting to resolve status, production, delivery, and billing inquiries. Reviews SLA claims. Develops and manages 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. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Hybrid in San Antonio, TX

Key Responsibilities

• Manages customer support functional activities for all products and contributes to overall service profitability.
• Uses staff and systems in the customer support area efficiently and productively.
• Improves quality and responsiveness of customer support staff and resources.
• Improves interaction and service between customer support and other functional areas of company.
• Manages technical customer support center specialists for all products.
• Schedules staff to adequately handle call/e-mail volume at any point in time.
• Monitors progress and number of telephone calls/e-mails made.
• Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination, as necessary).
• Contributes to overall service revenue.
• Generates new and creative ideas to sell add-on services.
• Promotes sales of various service options.
• Promotes and maintains a high quality, professional, and service-oriented company image among users.
• Manages company’s technical customer support center specialist activities.
• Ensures resolution of customer problems received via the telephone and/or internet.
• Coveys customer feedback to product development staff.
• May develop opportunities for billable time with billable service managers.
• Erroneous decisions will have a long- term effect on the company's success.
• Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters.
• Influences policymaking.

Knowledge and Skills

• Intermediate understanding of the IT industry and various technologies
• Intermediate knowledge of the Rackspace product portfolio, servers, and computer hardware
• Intermediate understanding of Cloud technologies and working practices
• 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

Qualifications

• 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
• ITIL Certification preferred
• 8 - 10 years of relevant work experience required
• A minimum of 2 years of experience in direct people management required

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