Customer Success Manager

Remote

Responsibilities

Manage support requests and coordinate internal and external teams to deliver within agreed timescales.
Schedule customer maintenances and ensure appropriate quality checks have been completed.
Manage small scale customer projects and oversee maintenance schedules for on time delivery.
Coordinate technical resources to solve customer problems.
Review service failures and produce incident reports when required.
Validate, negotiate, and process service credits.
Build stable internal working relationships .
Produce and maintain Service Improvement Plans (SIP.) Manage contract renewal negotiations; identify opportunities for revenue growth with ability to close smaller deals.
Ensure appropriate documentation is in place for specific support
Deliver Monthly Service Review reports to customers.
Building rapport with all customer contacts to include decision maker.

experience to complete basic and routine tasks.
Knowledge required: Satisfactory level understanding of ITIL and Project Management Satisfactory understanding of relevant technology and managed services Satisfactory understanding of financial terminology and business acumen Satisfactory knowledge of industry best practices Working knowledge of Microsoft Office Understanding of Rackspace products and differentiator in the marketplace Understands key business drivers; uses this understanding to accomplish own work Skills: Proven ability to solve problems
We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future.
If you have a disability or special need that requires accommodation, please let us know.

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 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.