Rackspace Technology - Remote, OR
posted 5 months ago
Customer Success Managers at Rackspace are pivotal in nurturing and managing the relationships with our customers, acting as the primary interface between the customer and the company. This role is designed to maximize the strength of customer relationships by building solid rapport and trust, which is essential for identifying and owning revenue retention activities, ensuring customer satisfaction, and managing demanding situations. The Customer Success Manager will work cross-functionally to deliver a Fanatical Customer Experience, which is a hallmark of Rackspace's service philosophy. In this position, the Customer Success Manager will support the business by developing and maintaining positive customer relations that directly impact service and product revenue. Utilizing a consultative approach, they will guide customers through their lifecycle, responding to inquiries, resolving production issues, and addressing invoicing problems. They will also help maintain revenue drivers and recognize opportunities for add-on business. Adherence to company security policies and procedures, as well as other relevant standards, is a critical aspect of this role. The position is remote, allowing for flexibility in work arrangements while still requiring a commitment to customer needs and expectations. The Customer Success Manager will be responsible for managing support requests, coordinating internal and external teams to ensure timely delivery, and overseeing customer projects to meet maintenance schedules. They will also review service failures, produce incident reports, validate service credits, and maintain Service Improvement Plans (SIPs). Contract renewal negotiations and identifying revenue growth opportunities will also be key responsibilities, along with organizing and leading business review meetings with customers. Overall, the Customer Success Manager is expected to understand and anticipate customer needs, ensuring high-quality products and services that exceed expectations, while also driving success through proactive engagement and strategic planning.