• FAWS Technical Account Manager

    Location(s) US-TX-San Antonio
    Req #
    40478
    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

    PRIMARY RESPONSIBILITY:  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.  Knows how to speak to technology, understands the decision making process as to why certain technologies should be chosen over others and how the customer can leverage technologies to their advantage.  Advises and influences customers toward technologies.

     

     

    • KNOWLEDGE/SKILLS/ABILITY: First-hand knowledge or experience in industry competitors, products, trends and technology (HOW: usage of competitor technology).  Advanced knowledge of how to scale customer configurations using dedicated or cloud based technology.  Strong understanding of customer’s strategy and profitability and how to use account management tools.  Cloud SAVVY Certification.  Strong working knowledge and ability to follow company processes and procedures.  Strong project management skills on a moderate scale.  Full understanding on how to apply SLAs and remedies.  Advanced knowledge of the configuration build process.  Strong time management skills.  Demonstrates a solid understanding of using the Account Manager role as a strategic differentiator in reaching team and company goals.  Excellent interpersonal, written and verbal communication skills.  Exhibits excellent attention to detail.  Ability to communicate technical info and ideas so others will understand. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.  Working understanding of Rackspace competitors: offerings, technologies, partners, trends,etc. Strong knowledge of Rackspace products and the ability to educate customers in RAX differentiators/comparisons and why they are used in different scenarios.  Able to prioritize a highly varied work level in order to maintain required productivity levels.  Able to demonstrate innovative problem solving and critical thinking.  Intermediate understanding of financial terminology and business acumen. Flexible and adaptable to work schedule based on customer need. 
    • JOB COMPLEXITY: Advanced technical/product knowledge.  Knows who to contact internally for escalations.  May manage a moderately complex account load.  Ability to handle day-to-day a.m. tasks independently.  Ability to conduct implementation calls and lead customer visits.  Ability to present written and verbal proposals and grow the installed base.  Ability to use negotiating skills.  Understand invoicing, contracts, proposals and renewals. Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.  Evaluates, defines and influences internal processes; recommends and drives process changes.   Provides training and mentoring to less experienced peers.  Intelligently speak to customer technology capabilities, possibilities and pitfalls -- recognizes, understands why and how to fix and how to prevent in the future.  Owns coordination with the support team to ensure customer satisfaction.  Recognizes gaps based on customer's current build and analyzes for future gaps based on proposed changes, knows why specific options will work for  customers and can explain the difference in recommendations.  Can guide customer through how to implement options.  Advanced understanding of technology partners and how they can assist our customers; facilitates relationship with external RAX partners.
      • SUPERVISION: Works independently; overall review based on the attainment of stated goals and objectives.  Capable of conducting solo account reviews/customer visits.  Provides mentoring/training/coaching to lower level TAMs and AMs.

    Qualifications

    • EXPERIENCE/EDUCATION: High school diploma or equivalent required.  Bachelor's degree preferred.  5 - 7 years relevant service/relationship management experience including a minimum of 4 years RAX experience in a customer facing technical support or account management role acting as an advisor to customers.  Experience independently analyzing, troubleshooting, and problem solving customer issues. Experience handling multiple tasks.
    • PHYSICAL DEMANDS: General office environment.  May require long periods sitting and viewing a computer monitor.  Moderate levels of stress may occur at times.  No special physical demands required.  Occasional domestic travel, less than 10%.