Rackspace

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Technical Account Manager

Technical Account Manager

Req # 
35969
Location(s) 
US-TX-San Antonio
Category 
Cyber Security

Job Overview

Overview & Responsibilities

Primary Responsibility:

 

The Technical Account Manager will own customer relationships for all of Rackspace Managed Security (RMS) products. Additionally, the Technical Account Manager will do the following:

  • Interface between customer and RMS teams i.e., product, CA, CSOC, DI etc.
  • Owns customer. Issues/concerns from identification to resolution
  • Maximize relationship by building solid rapport
  • Utilizes Sales and PR for RMS brand management
  • Partner w/ Sales to identify opportunities to expand customer portfolio with RMS
  • Manages Security breach/incidents from E2E

Qualifications

Job Complexity:

 

  • Advanced knowledge of hosting environment
  • Advanced understanding of security concepts, theories, and execution.
  • Advanced technical/product knowledge
  • Expert understanding of RMS service lines and organizational structure and advanced knowledge of how those services work towards achieving customer security and compliance goals
  • Full understanding of all RMS SLAs
  • Strong time management skills with working with a wide range of customer verticals 
  • Ability to adapt working style and approach to best communicate with various business contacts and levels
  • Progressive knowledge of technology industry as a whole and understanding of customer verticals
  • Ability to apply previous work experiences to resolve a wide range of issues in an imaginative as well as practical ways
  • Demonstrate ability to influence decision making
  • Ability to understand and apply RS customer support model
  • Expert interpersonal written and verbal communication skill as well as negotiation skills
  • Exhibits excellent attention to detail
  • Excellent creative problem-solving abilities
  • Advanced knowledge of business products, industry trends / best practices
  • Solid understanding of financial, technical and security terminology
  • Advanced understanding of RS differentiators in the market and ability to communicate that difference of value to key stakeholders
  • Flexible and adaptable to work schedule based on customer needs
  • Able to prioritize a highly varied work level in order to maintain required productivity levels
  • Demonstrated leadership skills and qualities
  • Ability to thrive in a complex and rapidly changing environment
  • Advanced level of responsibility and peer mentoring
  • Advanced knowledge of servers, computer hardware, and software
  • Advanced knowledge of security best practices 
  • Ability to apply varying leadership skills and qualities to create solutions and results to unexpected situations
  • Demonstrates a mastery of a CET L3 role
  • Ability to provide Fanatical Support
  • Manages relationships of more complex accounts due to level of MRR and complexity of environment
  • Uses professional concepts; applies company policies and procedures to resolve a complex issue
  • 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 complex customer problems
  • Schedules maintenances
  • Manages relationships of more complex accounts due to level of MRR and complexity of environment
  • Uses professional concepts; applies company policies and procedures to resolve a complex issue
  • Functions as an advanced relationship builder with internal and external influence

 

Experience:

 

  • External: 5-7 years customer relationship management experience
  • Internal: 2 years RS AM 3 combined experience
  • Experience independently analyzing, troubleshooting, and problem-solving customer issues.
  • Experience handling multiple tasks. 
  • Innovatively solves complex customer problems
  • Executes advanced project management skills and techniques
  • Works cross-functionally to solve complex customer problems
  • Schedules maintenances
  • Renews customer relationship with RMS
  • Understands the escalations paths both internally within RMS and Rackspace 
  • Understands the escalations paths for each customer they support
  • Evaluates, defines and influences internal processes; recommends and drives process changes.   
  • Works with customer's AM team to ensure customer satisfaction 
  • Can guide a customer through all implementation of all RMS offerings and services
  • Works with RMS partners to ensure a satisfactory outcome for customers regarding specific tooling