Customer Success Manager jobs in Gurgaon at Rackspace Technology

Description
Job Title: Customer Success Manager, IN
Role: Individual Contributor
Shift: Supporting US shift only
JOB FAMILY: Account Management
Work Location- Gurgaon (DLF Cyber City)
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 i.e. 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 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
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
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
#Priority

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.
More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.

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