Customer Success Associate I jobs in Gurgaon at Rackspace Technology

Must be open for 6.30 PM to 3.30 AM shift

Description Summary

Provides support to the Customer Success Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Customer Success Managers the Customer Success Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Customer Success group.

Customer Success Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.

Customer Success Associates are responsible for taking ownership of the customer requests 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.

Key Accountabilities

Monitor inbound customer ticket requests and route appropriately

Respond directly to customer information requests for specific task responsibilities

Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt

Proactively take ownership and work tickets

Identify common/recurring operational issues in support queues and support customer to resolution

Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change

Escalates support requests (phone/ticket) according to escalation procedures

Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales

Responsible for adhering to company security policies and procedure as directed.

Utilizing business knowledge, networks and commercial acumen to see tickets through to completion

Key Performance Indicators

Ticket workload completed

Customer satisfaction. Based on NPS Ticket score

Performance accuracy measures

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

Ticket and workload management

Person Specification

Tenacious problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong level of business awareness and commercial acumen with solid understanding of financial terminology
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
A minimum of 4 years’ experience in a Service Delivery / Account Management role
A minimum of 4 years’ experience in the IT industry or holds a good understanding of Internet Technologies
Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential

Policy Compliance

Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

Rackspace Technology

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.