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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
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