Enterprise Customer Success Manager
Rackspace, Mexico

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• Manages relationships of more complex accounts due to level of MRR and complexity of systems.
• Supports Enterprise level accounts and/or the most complex SMB 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.
• Partners with sales to identify, research and execute on opportunities to leverage the Rackspace product portfolio to grow customer’s footprint.
• Lead peers and develop Account Manager Is amp; IIs.
• Implements component upgrades. Assists Team Leader in coaching and developing Account Management team.
• Strive towards a world class target of 80% for the Net Promoter Score.
• Ensure high End of Ticket Ratings through world class Service Delivery Management.
• Engagement of every customer within their customer portfolio at a minimum once per quarter.
• 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.
• Control credit memos through good administrative control and negotiation on service failures.

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• Advanced understanding of Rackspace’s products.
• Advanced understanding of relevant technology.
• Advanced Knowledge of servers/computer hardware and software.
• Advanced level of responsibility and peer mentoring.
• Progressive knowledge of hosting environment.
• Ability to adapt working style and approach to best communicate with various business contacts.
• Entry level for Enterprise AMs.
• Ability to quickly learn Rackspace product offereings, customer service model and business processes.
• Basic knowledge of the technology industry.
• Ability to thrive in a complex and rapidly changing environment.
• Ability to apply previous work experiences to resolve a wide range of issues in imaginative as well as practical ways.
• Demonstrated ability to influence decision making.
• Ability to understand and apply RAX customer support model.
• Advanced interpersonal, written, and verbal communication and negotiation skills.
• Exhibits excellent attention to detail.
• Excellent creative problem-solving abilities.
• Strong knowledge of business products, industry trends/best practices and solid understanding of financial terminology.
• Solid understanding of Rackspace’s differentiator in the market with an ability to communicate the value of that difference to key stakeholders providing FANATICAL SUPPORT.
• Flexible and adaptable to work schedule based on customer need.
• Able to prioritize and highly varied work level in order to maintain required productivity levels.
• Demonstrated leadership skills and qualities.
• **Roles supporting our LATAM customers require fluency reading, writing and speaking Portuguese or Spanish at a technical/business level.

• Bachelor's Degree required.
• High School Diploma or equivalent required.
• Requires a minimum of 4-6 years relevant service/relationship management experience (including experience requirement below).
• Prior account management experience highly desirable.
• Relevant hosting/technology experience preferred.
• Previous sales experience preferred.
• Experience handling multiple tasks required.
• 3 - 5 years customer relationship management experience.

Job Rewards and Benefits