Customer Success Manager - Gurgaon

#Rackspace Technology is Hiring


Key Accountabilities

• 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

Key Performance Indicators:

• 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, Contracts, renewals and revenues.


• 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 3 – 4 years relevant project management, customer service, account management or sales experience

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

Apply Here:

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