Customer Success Manager (West) (RapidScale)

Cox Communications; Phoenix (AZ); Remote; USD 54,000 - 82,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager I to join their dynamic team. This entry-level role offers a fantastic opportunity for individuals eager to grow in customer success and service delivery. You will support the Customer Success team by managing customer inquiries, onboarding new clients, and ensuring service level agreements are met. With a commitment to work-life balance and an award-winning workplace experience, this role is perfect for those looking to thrive in a supportive environment that values innovation and customer satisfaction. Join a company that empowers you to make a real impact in the world of managed cloud solutions.

Benefits

Flexible vacation

Paid wellness days

Paid holidays

Health care insurance

Retirement planning (401(k))

Qualifications

• 2 years experience in customer service or account management required.
• Basic understanding of cloud computing and managed services preferred.

Responsibilities

• Assist with onboarding new customers and ensuring seamless service.
• Track and report service performance metrics to improve advocacy.

Skills

Customer Service

Account Management

Cloud Computing

Prioritization

Education

Bachelor's degree in a related discipline

Master's degree in a related discipline

Tools

Salesforce

ServiceNow

Job description

Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Client Performance Manager II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $54,200.00 - $81,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

At RapidScale, exceptional technology is powered by exceptional people. As a growing leader in secure, reliable managed cloud solutions, we help SMBs and enterprises alike simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure and Google to a full set of Private Cloud and Cybersecurity solutions, RapidScale helps companies turn technology into their biggest competitive advantage. As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.

RapidScale is seeking an enthusiastic Customer Success Manager I (CSM I) to join our team! This entry-level role is perfect for individuals eager to grow in customer success and service delivery. You'll support the Customer Success team by assisting in account management, handling customer inquiries, and ensuring service level agreements (SLAs) are met. You'll collaborate with internal teams to optimize the customer experience and provide high-quality support.

Key Responsibilities

1. Assist with onboarding new customers and ensuring they receive a seamless introduction to RapidScale services
2. Support customers with basic inquiries, escalating complex issues as needed
3. Track and report service performance metrics to improve customer advocacy
4. Document customer interactions and maintain accurate account records
5. Coordinate with internal teams to resolve service-related issues and enhance customer experiences
6. Gain knowledge of RapidScale’s cloud solutions and assist customers in utilizing them effectively
7. Monitor ticketing systems to track customer concerns and resolutions

Qualifications

Minimum:

1. Bachelor’s degree in a related discipline and 2 years’ experience in a related field (i.e. customer service or account management). The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 6 years’ experience in a related field
2. Basic understanding of cloud computing and managed services
3. Ability to manage multiple customer interactions and prioritize tasks effectively

Preferred:

1. Experience using CRM and ticketing systems like Salesforce and ServiceNow
2. Bachelor's degree in Business, Communications, or IT

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.