Customer Success Manager

• 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
• Seek opportunities to drive change and development to products, the team and processes
• 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

• 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 5 years relevant project management, customer service, account management or sales experience with 2 years of hosting experience
• Technical certifications ITIL foundation certification/Prince 2 desirable but not essential

Technical certifications ITIL foundation certification/Prince 2 desirable but not essential