Customer Success Associate III - IN ( Night Shift)

Rackspace Technology; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Customer Success Associate III to deliver exceptional support experiences by managing customer requests efficiently. This role involves liaising between customers and the support infrastructure, ensuring technical and administrative needs are met, and driving improvements in service delivery processes.

Qualifications

• At least 3 years in Service Delivery/Account Management.
• At least 3 years in IT industry or good understanding of Internet Technologies.
• ITIL foundation certification desirable but not essential.

Responsibilities

• Monitor inbound customer ticket requests and route appropriately.
• Respond directly to customer information requests.
• Proactively own and work on tickets.

Skills

Problem Solving

Communication

Relationship Building

Organizational Skills

Job description

Job Title: Customer Success Associate III - IN

Shift: India third Shift (6:30 pm IST to 3:30 am IST)

Job Description:

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 manages inbound customer requests, ensuring they are seen through to full resolution. This involves routing workstreams to the most appropriate team, responding directly to customer needs, and performing clerical and commercial tasks on behalf of the Service Delivery group.

Service Delivery Associates ensure quick responses to inbound customer requests, drive efficiency in service delivery processes, and deliver exceptional support experiences.

They are responsible for owning customer requests and serving as an interface between the customer and Rackspace support infrastructure, ensuring technical, administrative, and support needs are met.

Job Requirements:

Key Accountabilities

• Monitor inbound customer ticket requests and route appropriately
• Respond directly to customer information requests
• Monitor and progress open tickets within agreed timeframes
• Proactively own and work on tickets
• Identify recurring operational issues and support customer resolution
• Suggest process improvements to reduce ticket volumes
• Escalate support requests as per procedures
• Coordinate support teams to meet delivery timelines
• Adhere to security policies and procedures
• Utilize business knowledge and commercial acumen to see tickets through to completion

Key Performance Indicators

• Ticket workload completion
• Customer satisfaction (NPS Ticket score)
• Performance accuracy
• Achieve a target of 80% for Net Promoter Score
• Engagement with customers
• Effective ticket and workload management

Role Dimensions:

Support team profile: Service Delivery; External exposure: Customers; Budget management: Travel and entertainment expenses.

Person Specification:

• Tenacious problem solver
• Excellent communication skills
• Strong relationship-building skills
• Business awareness and financial terminology understanding
• Organizational and time management skills
• Creative problem-solving approach
• At least 3 years in Service Delivery/Account Management
• At least 3 years in IT industry or good understanding of Internet Technologies
• ITIL foundation certification desirable but not essential

Policy Compliance:

Adhere to security policies and standards as directed.

About Rackspace Technology:

We are multicloud solutions experts, delivering end-to-end solutions across applications, data, and security. Recognized as a great place to work, we attract and develop top talent. Join us to embrace technology, empower customers, and shape the future.

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We value diverse perspectives and foster an inclusive environment. We are committed to equal employment opportunity and provide accommodations for disabilities or special needs.