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Rackspace Technology
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Cloud - Customer Success Manager I

Cloud - Customer Success Manager I

Rackspace Technology

4 - 9 years

5 - 8 Lacs

gurugram bengaluru

Posted:None| Platform:

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Skills Required

service delivery pre-sale customer inquiries documentation post-sales customers relationships management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Cloud - Customer Success Manager I - IN (Night Shift) Work from home

Must have Exp in handling Cloud base customers

Core skills: Retention, renewal and Churn mitigation !!

CSM are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.

Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspaces reputation for Fanatical Support is upheld.

Service Delivery Managers maintain direct contact with customers before and/or after the sale. They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue. Focus of work may be in pre-sale/post-sales or both.

Presale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.

Postsale: Responds to customer inquiries. Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities.

JOB REQUIREMENTS:

Building strong partnership relationships with customers
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Schedule customer maintenances and ensure appropriate quality checks have been completed
Manage customer projects and oversee maintenance schedules for on time delivery
Review service failures and produce incident reports when required
Validate, negotiate and process service credits
Produce and maintain service improvement plans
Manage contract renewal negotiations
Ensure appropriate documentation is in place for specific support requirements i.e. Device/Account level instructions
Organize and chair customer meetings
Produce ad-hoc reports when required i.e. MAR,SIR
Responsible for adhering to company security policies and procedure as directed.
Identify and assist with coaching and development for team members
Seek opportunities to drive change and development to products, the team and processes

Key Performance Indicators

Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
Engagement of every customer within their customer base
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 and are creative in our retention strategy
Control credit memos through good administrative control and negotiation on service failures
Self-initiated to meet objectives
Arranged and co-ordinates training and mentoring sessions

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Rackspace Technology

Cloud Computing

San Antonio

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Cloud - Customer Success Manager I