• Technical Account Manager Level 2

    Location(s) AU-NS-Sydney
    Req #
    Customer Relationship & Support
  • Overview & Responsibilities


    A Technical Accounty Manager is responsible for providing industry leading Fanatical Support™ to all of Rackspace’s customers and is an exciting and growing area of the Rackspace product portfolio. Rackspace’s Third party Cloud such as AWS & Azure, Managed Colocation and Managed Infrastructure service levels bridges the gap between the flexibility of complete control required by customers with a do-it-yourself hosting infrastructure and the convenience of a fully managed cloud hosting solution. Customers can enjoy full control of their Network devices and Servers without the large capex expenditure required in a traditional co-location model or the expense and inconvenience of ongoing support contracts to physically maintain the hardware.

    The Technical Account Managers (TAM) has complete ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure to ensure that their technical, administration and specialist support needs are met. The TAM is expected to be a well-rounded IT individual with strong customer relationship management skills, commercial acumen and technical experience to provide guidance and advice to customers. Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport within the client organization – identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.


    Success in the role requires:


    * A passion for working with people and the ability to quickly build rapport

    * The flexibility to occasionally travel for training (US/UK) and for customer visits across Australia/New Zealand

    * The ability to identify opportunities to delight and wow customers

    * Effective service delivery and escalation management

    * A creative approach to problem solving

    * Effective communication and negotiation skills at all levels, technical through to directors

    * Commercial and business acumen

    * Understanding of Rackspace products and ways our clients can leverage them to address technical solutions




    Key Accountabilities


    * Manage support requests and co-ordinate Rackspace and/or Customer support teams to deliver within agreed timescales

    * Building strong partnership relationships with customers and Rackers alike

    * Review service failures and produce incident reports when required

    * Validate, negotiate and process service credits

    * Ensure appropriate documentation is in place for specific support requirements

    * Produce ad-hoc reports when required

    * Manage support requests and co-ordinate Rackspace functions to deliver within agreed timescales

    * Own customer deployments and provide technical consultancy when required

    Key Performance Indicators

    * Deliver strong customer loyalty as measured through low churn (less than 1.8%/month) and through contract renewals (>70% in contract)

    * Strive towards a world class target of 65 for the Net Promoter Score (NPS)

    * Strategic delivery of support through creation and maintenance of account development plans for top 10 customers (at risk or growth)

    * Contribute to install base growth by identifying new business / upgrade opportunities

    * Control credit memos through good administrative control and negotiation on service failures





    * 7+ years of relevant IT service/relationship management experience

    * Bachelor’s degree in related field preferred

    * Tenacious problem solver, will own issues until full resolution

    * Industry qualification in Networking Technologies such as CCNA or above / minimum 2 years industry experience

    * Industry qualification in Operating Systems (Windows or Linux) such as RHCE, MCSE or similar / minimum 5 years industry experience

    * A minimum of three years of experience in a Service Delivery / Account Management role

    * 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 commercial and negotiation skills, with excellent business acumen

    * Understanding of invoicing, contracts, proposals and renewals.

    * Strong understanding of implementation processes, ticketing system and ticket flow

    * Strong organisational, time management and prioritization skills

    * Able to take a creative approach to situations and problem solving

    * Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential

    * Due to 24x7x365 operation, must be willing to be available for our of hours work