Rackspace

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Account Manager IV

Account Manager IV

Req # 
36856
Location(s) 
US-TX-San Antonio
US-TX-San Antonio
US-TX-Austin
Category 
Customer Relationship & Support, Sales

Job Overview

Overview & Responsibilities

We are seeking an Account Manager IV to own the relationship held with each customer and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support needs are met. You will own customer issues from identification to resolution and ensures customers know the value of Fanatical Support. You will maximize the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization, identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation of Fanatical Support is upheld. You will own customer requests for component upgrades and partner with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint. You will develop and manage Strategic Account plan(s) for assigned accounts, including P&L/financials.

 

Responsibilities include:

  • Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
  • Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
  • Develops customer service department procedures.
  • Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Reviews SLA claims.
  • Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.
  • Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained.
  • Manages technical resource(s) to solve customer problems and escalations. 
  • Coordinates builds and maintenances. 
  • Renews customer contracts. 
  • Responsible for conversion of all component upgrades. 
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Qualifications

An ideal candidate will have:

  • Progressive knowledge of hosting environment. 
  • Ability to adapt working style and approach to best communicate with various business contacts. 
  • 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 Rackspace customer support model and domonstrate value to customers. 
  • Expert interpersonal, written, and verbal communication and negotiation skills. 
  • Exhibits excellent attention to detail. 
  • Excellent creative problem-solving abilities. 
  • Advanced knowledge of business products, industry trends/best practices and solid understanding of financial terminology. 
  • Advanced 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. 
  • Ability to thrive in a complex and rapidly changing environment. 
  • Able to prioritize and highly varied work level in order to maintain required productivity levels. 
  • Demonstrated leadership skills and qualities. 
  • Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations. 
  • Demonstrates a mastery of the Account Manager III role.  

Required Qualifications:

  • High School Diploma or equivalent required.  Bachelor's degree required.  At the manager's discretion, relevant experience may substitute for the degree requirement.
  • 6-8 years relevant service/relationship management experience.
    • EXTERNAL: including 4-6 years customer relationship management experience
    • INTERNAL: including 2 years Rackspace AM III experience preferred
  • Experience handling multiple tasks

Preferred Qualifications:

  • Prior account management experience highly desirable.
  • Relevant hosting/technology experience preferred.
  • Previous sales experience preferred.

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