Customer Success Manager III (Remote in Mexico)

Key Responsibilities

• Provides leadership and direction for the delivery of pre-and post-sales services and support to clients/customers.
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and executing a customer contact strategy.
• Analyzes operational processes, and escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Liaises between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
• Reviews SLA claims. Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.
• Uses skills as an experienced professional with an understanding of industry practices and company policies and procedures; resolves a wide range of issues in practical ways.
• Manages market research to determine special pricing for nonstandard items in the interest of ensuring appropriate profit margins are reached and maintained.
• Manages technical resource(s) to solve customer problems and escalations.
• Renews customer contracts.
• Responsible for conversion of all component upgrades.
• Decisions impact own team and other teams whose work activities are closely related.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Works on problems of moderate scope where analysis of data requires evaluation of identifiable factors.
• Completes mostly transactional work where learning is applied to new situations.
• Contributes to the solution of straightforward business problems regarding operations, products, services, or customers.
• Analyzes information, asks questions, and checks for understanding using standard procedures and processes.
• Applies acquired skills and experience to complete moderately complex, but routine tasks.
• Continues to develop expertise.
• Manages relationships of more complex accounts due to the level of MRR and complexity of systems.
• Supports Enterprise level accounts.
• Uses professional concepts; applies company policies and procedures to resolve complex issues.
• Functions as an advanced relationship builder with internal and external influence.
• Innovatively solves complex customer problems. Executes advanced project management skills and techniques.
• Works cross-functionally to solve customer problems, involving internal teams based on product expertise and customer configuration.
• Schedules maintenances.
• Renews customer relationship with Rackspace. Responsible for the conversion of component upgrades.
• May suggest improvements to existing processes and solutions to improve the efficiency of the team.
• Maintains internal relationships and determines the need for external contacts.

Education/Experience

• High school diploma required
• Bachelor’s degree required.
• At the manager’s discretion, additional relevant I.T. industry experience may substitute for the degree requirement.
• Requires 5 - 7 years of relevant service/relationship management experience.
• Prior account management experience.
• Relevant hosting or I.T. industry experience is required.
• Previous sales experience preferred.

Travel

• Travel to the office for in-person collaboration and customer meetings 20% of the time.