Customer Success Associate III - IN ( Night Shift)

Rackspace Technology; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Service Delivery Associate to enhance customer satisfaction through efficient ticket management and resolution. In this role, you will act as a vital link between customers and support teams, ensuring timely responses and adherence to service standards. Your problem-solving skills and ability to manage relationships will be key in delivering a fanatical support experience. Join a dynamic team where your contributions will directly impact customer engagement and operational efficiency, making a real difference in the service delivery landscape.

Qualifications

• 3+ years experience in Service Delivery or Account Management.
• Excellent communication and relationship-building skills.

Responsibilities

• Monitor and route inbound customer ticket requests.
• Proactively take ownership of customer requests until resolution.

Skills

Problem Solving

Communication Skills

Customer Relationship Management

Organizational Skills

Time Management

Commercial Acumen

Education

3+ years in Service Delivery / Account Management

Understanding of Internet Technologies

Job description

Posted: 9 days ago Openings: 1 Applicants: 467

Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group.

Service Delivery Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.

Service Delivery Associates are responsible for taking ownership of the customer requests with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.

JOB REQUIREMENTS:

Key Accountabilities

Monitor inbound customer ticket requests and route appropriately

Respond directly to customer information requests for specific task responsibilities

Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt

Proactively take ownership and work tickets

Identify common/recurring operational issues in support queues and support customer to resolution

Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change

Escalates support requests (phone/ticket) according to escalation procedures

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

Responsible for adhering to company security policies and procedure as directed.

Utilizing business knowledge, networks and commercial acumen to see tickets through to completion

Key Performance Indicators

Customer satisfaction. Based on NPS Ticket score

Performance accuracy measures

Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores

Engagement of every customer within their customer base

Ticket and workload management

ROLE DIMENSIONS:

Credit sign-off: None

Team Profile: Service Delivery

Recruitment: None

Internal exposure: Support Engineers, Sales, Marketing

Budgetary: Managing Travel and Customer Entertaining expenditure

External exposure: Customers

PERSON SPECIFICATION:

Tenacious problem solver, will own issues until full resolution

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 level of business awareness and commercial acumen with solid understanding of financial terminology

Strong organizational, time management and prioritization skills

Able to take a creative approach to situations and problem solving

A minimum of 3 years experience in a Service Delivery / Account Management role

A minimum of 3 years experience in the IT industry or holds a good understanding of Internet Technologies

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

POLICY COMPLIANCE:

Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.

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