Shift: Supporting US shift onlyJOB FAMILY: Account Management
Job Description
Service Delivery Managers 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 Rackspace’s 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
Pre sale: 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
Post sale: 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
Key Accountabilities
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 ie Device/Account level instructions
Organize and chair customer meetings
Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
Produce ad-hoc reports when required ie MAR,SIR
Responsible for adhering to company security policies and procedure as directed
Identify and assist with coaching and development for team members 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, Contracts, renewals and revenues
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 negotiation skills A good level of business awareness and commercial acumen with solid understanding of financial terminology
Ability to create wow / delighter moments with customers
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Typically 3 – 4 years relevant project management, customer service, account management or sales experience
Technical certifications ITIL foundation certification / Prince 2 desirable but not essential
