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Technical Account Manager III - ObjectRocket

Technical Account Manager III - ObjectRocket

Req # 
37188
Location(s) 
US-TX-Austin
Category 
Customer Relationship & Support

Job Overview

Overview & Responsibilities

ObjectRocket is a young company with big goals. We want to build the next generation of Database as a Service, and we need your help. We need folks who want to build something that hasn't been done yet, is hard, yet fantastically rewarding.

 

We are located in the heart of beautiful downtown Austin, TX. Austin is highly regarded as a wonderful place to live, work, and play. It's the Live Music Capital of the World and has a serious night life.

 

ObjectRocket is a Rackspace company, which means we have all the resources we need to meet our goals. Become a Racker, join the family and help us build something special.

ObjectRocket has a fast-paced and exciting culture. We are a small team and move quickly. We are building something quite amazing and look to be leaders in our field and community. We are growing like crazy, and we need more help!

Qualifications

Customers Focus

 

  • Owns all reactive work (i.e. responds to escalations from other Support teams, Social Media, etcetera) involving non-Pro customers 
  • Leverges a wide variety of tools (from Zendesk and Slack to Chart.io and Promoter.io) to service customers Participates in SEV events (i.e. facilitates customer communication via tickets, chat, and the status page) 
  • Cognizant of full product portfolio + able to speak to top 5 issues for each datastore with context 
  • Serves as Pro customer’s main POC through all events proactive or reactive Hosts regular cadence calls to understand customer’s objectives, address pain points, advise on best practices, and bullhorn top requests back to the business
Conducts Quarterly Account Reviews highlighting support metrics, technical recommendations, product roadmap initiatives, and more
Presents Internal Business Reviews on top Pro customers to DataStores Leadership on a semiannual basis
Works closely + continually with Support in tickets to maximize the value customers are getting from DataStores
Facilitates events (i.e. DataStores Advisory Summit) that foster face to face partnerships 
  • Studies industry trends specific to customer’s business (e.g. product/service announcements, changes in the competitive landscape, M&A news, etcetera)
Expedites turnaround times for important deliverables (e.g. IRs, credits, etcetera) Mentors team on best practices for consistently delivering awesome results for customers
Works closely with Support Leadership to advocate for increased accountability across all teams when resolving customer issues 


Project Work

  • Administers NPS-T daily
Tracks churn daily for all products Documents cancellations daily for all products
Calculates + issues SLA/Good Faith credits Presents brown bags on DataStores’ mission to teams throughout company Authors technical content consumed by Rackers inside and outside DataStores 
  • Performs daily non-Pro duties with continual direction and guidance 

  • Maintains processes within original scope 

  • Escalates requests to L2s/L3s that exceed current knowledge/skill set due to limited 
resources and/or ability 

  • Assists with standard tasks when the 
overall team’s workload is too high 

  • Accelerates the delivery of complex environments to customers via the Pro onboarding process 

  • Coordinates multi-customer version upgrades (e.g. Redis V1 to V2) 

  • Drives communications for multi-customer EOL migrations (e.g. Mongo 2.2 to 2.4) 

  • Quarterbacks EA launches (e.g. Redis on AWS) 

  • Identifies and acts on opportunities to improve processes
  • Boosts awareness of key projects by becoming involved in select meetings and reporting highlights back to the team


Job Complexity

  • Performs daily non-Pro duties with continual direction and guidance
  • Maintains processes within original scope
  • Escalates requests to L2s/L3s that exceed current knowledge/skill set due to limited resources and/or ability
  • Assists with standard tasks when the overall team’s workload is too high
  • Performs daily Pro duties with occasional direction and guidance
  • Maintains processes within and beyond original scope
  • Escalates requests to L3s/L4s that exceed current knowledge/skill set due to limited resources and/or ability
  • Assists reactively with Pro tasks when the overall team’s workload is too high
  • Performs daily Pro duties with minimal direction and guidance
  • Maintains processes within and beyond original scope + identifies opportunities to forge new processes
  • Escalates requests to L4s/Support Leadership that exceed current knowledge/skill set due to limited resources and/or ability
  • Assists proactively with Pro tasks when the overall team’s workload is too high