• Account Manager III / IV

    Location(s) US-TX-San Antonio | US-MA-Norwell
    Req #
    39775
    Category
    Customer Relationship & Support
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!

     

    More on Rackspace

     

    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

    Overview & Responsibilities

    Owns 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.  Owns customer issues from identification to resolution and ensures customers know the value of Fanatical Support.  Maximizes 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.  Owns customer requests for component upgrades.  Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint.  Has insight and understanding of the customer market position and advises on how Racksapce can be a strategic partner in reaching  customer goals and objectives.

     

    Job Complexity: 

    • 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.
    • Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. 
    • 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

    • High School Diploma or equivalent Required.
    • Bachelor's Degree required.  At the manager's discretion, internal candidates may substitute relevant experience for the degree requirement (3 years of experience required for every year of degree education missing). 
    • Prior account management experience highly desirable. 
    • Relevant hosting/technology experience preferred. 
    • Previous sales experience preferred.
    • EXTERNAL:  7 - 9 years relevant service/relationship management experience.
    • INTERNAL:  4 years RAX AM III-IV combined experience.

     

    Knowledge/Skills/Ability: 

    • Full understanding of industry practices as well as company policies and procedures. 
    • Comprehensive knowledge of the Rackspace product portfolio, servers, and computer hardware. 
    • Strong ability to communicate technical information and ideas so that others can understand. 
    • Aptitude for resolving a variety of issues quickly and effectively. 
    • Superior communication, organization, problem solving, and time management skills. 
    • Proactive in nature. 
    • Ability to have difficult conversations. 
    • Understand and feeling in business acumen -- able to foresee and act on those feelings. 
    • 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 RAX customer support model and demonstrate value to customers. 
    • Excellent ability to prioritize and highly varied work level in order to maintain required productivity levels. 
    • Exhibits excellent attention to detail. 
    • Excellent creative problem-solving abilities, coupled with a desire to take on responsibility. 
    • Demonstrated leadership skills and qualities.
    • 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.  

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