Customer Success Manager II

TN United Kingdom; Cardiff; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance customer relationships and ensure satisfaction. This role involves building rapport with clients, managing support requests, and identifying growth opportunities. The ideal candidate will possess strong problem-solving and communication skills, along with a knack for creating positive customer experiences. Join a dynamic team that values adaptability and proactive engagement, where your contributions can significantly impact customer success and business growth.

Qualifications

• Strong problem-solving skills and ability to own issues.
• Excellent communication skills to build rapport with customers.

Responsibilities

• Build and maintain relationships with customers and decision makers.
• Manage support requests and coordinate internal teams.

Skills

Problem-solving

Communication Skills

Relationship Building

Negotiation

Organizational Skills

Adaptability

Prioritization

Tools

Microsoft Office

Job description

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Customer Success Managers are responsible for managing the relationship with each customer and serving as an interface between the customer and Rackspace. They aim to strengthen customer relationships by building rapport, identifying revenue retention opportunities, ensuring customer satisfaction, handling demanding situations, and working cross-functionally to deliver a Fanatical Customer Experience. They support the business by developing positive customer relations, which can impact service and product revenue. They use a consultative approach to guide customers through their lifecycle, respond to inquiries, assist with incident resolution, invoicing issues, and identify opportunities for additional business. They must adhere to company security policies and standards. A UK Sovereign Customer Success Manager must reside in the UK, work from a UK location, and collaborate closely with Rackspace UK teams to support UK Sovereign Products and Services.

Critical Competencies

1. Focusing on Customers – understands and anticipates customer needs, providing high-quality products and services to exceed expectations.
2. Processing Details – ensures projects are completed on time, works thoroughly, follows rules and processes, and minimizes risk.
3. Adjusting to Change – embraces change positively, seeks feedback, and deals constructively with criticism.

Key Responsibilities

1. Building rapport with all customer contacts, including decision makers.
2. Using good judgment to select methods for solutions.
3. Handling assignments and problems of moderate scope with standard practices.
4. Completing transactional work and applying learning to new situations.
5. Analyzing information, asking questions, and checking understanding.
6. Applying skills and experience to routine tasks.
7. Developing skills and expertise continuously.
8. Applying professional concepts and company policies to resolve issues.
9. Maintaining and renewing customer relationships.
10. Managing support requests and coordinating internal/external teams.
11. Scheduling customer maintenance and quality checks.
12. Managing small customer projects and maintenance schedules.
13. Assisting with component/server upgrades.
14. Coordinating technical resources for problem-solving.
15. Reviewing service failures and producing incident reports.
16. Validating, negotiating, and processing service credits.
17. Building internal relationships.
18. Producing and maintaining Service Improvement Plans.
19. Managing contract renewals and identifying revenue growth opportunities.
20. Ensuring documentation for support requirements is in place.
21. Delivering Monthly Service Review reports.
22. Managing escalations for positive customer outcomes.
23. Serving as an interlock between internal teams and customers.
24. Identifying value-added opportunities.
25. Working towards KPIs set by the business.

Knowledge

1. Understanding of ITIL and Project Management.
2. Knowledge of relevant technology and managed services.
3. Understanding of financial terminology and business acumen.
4. Knowledge of industry best practices.
5. Proficiency in Microsoft Office.
6. Understanding of Rackspace products and marketplace differentiators.
7. Awareness of key business drivers.

Skills

1. Problem-solving and issue ownership skills.
2. Excellent written and verbal communication skills.
3. Strong relationship-building skills.
4. Negotiation skills.
5. Ability to create positive customer experiences.
6. Organizational and time management skills.
7. Creative problem-solving approach.
8. Ability to explain technical concepts to non-technical audiences.
9. Adaptability in a changing environment.
10. Prioritization skills.