Strategic Accounts CSM - Grow & Delight Enterprise Clients

WebHosting; England; Hybrid; GBP 96,000 - 128,000; Full time

Job summary

Rackspace Technology is seeking a Customer Success Manager – Strategic Accounts to own the relationship with a dedicated portfolio of customers. You will drive strategic partnerships through proactive, personable interactions and manage pre- and post-sales services.

You will leverage ITIL best practices, coordinate across departments, and develop multi-year plans (6 months, 1 year, 2 years) to improve service delivery, retention and growth.

Qualifications

• Comprehensive understanding of industry best practices and how to apply them to customer requirements.
• Ability to communicate technical information to a variety of stakeholders.
• Experience with customer negotiations and managing large corporate accounts.

Responsibilities

• Provide strategic leadership for the delivery of pre- and post-sales services and support to customers, with long-term planning.
• Manage customer retention and develop growth plans and contact strategies.
• Analyze processes to identify opportunities for service delivery improvements and value add.
• Develop service delivery procedures to ensure efficient operation.
• Coordinate across departments to resolve status, production, delivery and billing inquiries.
• Negotiate credit claims and ensure timely responses to client questions.
• Develop and manage responses to ensure speedy, accurate customer service delivery.

Skills

Relationship building

Executive communication

Negotiation skills

Problem solving

Project management

Leadership

ITIL

Job description

Rackspace Technology is seeking a Customer Success Manager – Strategic Accounts to own the relationship with a dedicated portfolio of customers. You will drive strategic partnerships through proactive, personable interactions and manage pre- and post-sales services.

You will leverage ITIL best practices, coordinate across departments, and develop multi-year plans (6 months, 1 year, 2 years) to improve service delivery, retention and growth.