Customer Success Manager

Rackspace Technology is a multicloud solutions expert dedicated to delivering end-to-end solutions for their clients. The Customer Success Manager will manage the delivery of services to ensure SLAs and KPIs are met, build strong client relationships, and promote the organization's capabilities while identifying sales opportunities.

Responsibilities:

• Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE)
• Provides input to, and executes on, churn mitigation strategies
• Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos
• Conducts monthly service reviews, preparing MAR/QBR materials
• Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports
• Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary
• Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades
• Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs
• Supports Client Executives in the preparation and facilitation of customer visits; in discussions with Legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers
• Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances
• Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.)

Requirements:

• Expert-level understanding of the IT industry and various technologies
• Expert-level knowledge of the Rackspace product portfolio, servers, and computer hardware
• Expert-level understanding of Cloud technologies and working practices
• High School Diploma or regional equivalent
• Bachelor's Degree, preferably in field related to role
• 12 - 14 years of experience in the field of role
• Healthcare Provider and/or Payer industry experience
• Experience supporting Epic
• ITIL certification