• Manager, Customer Success Jobs in Gurgaon,India - 25698610

  • Rackspace
  • Save Job
  • 3 - 4 Years
  • Posted : above 1 month

Job Description:

Manager, Customer Success Customer Relationship & Support Gurgaon, India


Job Title Manager, Service Delivery - IN
Role Team Management
Shift Supporting US shift only
JOB FAMILY Account Management
Work Location- Gurgaon (DLF Cyber City)

Service Delivery Managers are responsible for taking ownership of the relationship held 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
Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspaces reputation for Fanatical Support is upheld
Service Delivery Managers maintain direct contact with customers before and/or after the sale
They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue
Focus of work may be in pre-sale/post-sales or both

Pre sale Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities

Post sale Responds to customer inquiries Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities


Key Accountabilities

Building strong partnership relationships with customers
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Schedule customer maintenances and ensure appropriate quality checks have been completed
Manage customer projects and oversee maintenance schedules for on time delivery
Review service failures and produce incident reports when required
Validate, negotiate and process service credits
Produce and maintain service improvement plans Manage contract renewal negotiations
Ensure appropriate documentation is in place for specific support requirements ie Device/Account level instructions
Organize and chair customer meetings
Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
Produce ad-hoc reports when required ie MAR,SIR
Responsible for adhering to company security policies and procedure as directed
Identify and assist with coaching and development for team members

Key Performance Indicators

Strive towards a world class target of 80 PERCENT for the Net Promoter Score including NPS-T scores
Engagement of every customer within their customer base
Contribute to install base growth by identifying new business / upgrade opportunities
Accurately forecast churn and engage managers / business development consultants to avoid defection
Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy
Control credit memos through good administrative control and negotiation on service failures
Self-initiated to meet objectives
Arranged and co-ordinates training and mentoring sessions


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 negotiation skills A good level of business awareness and commercial acumen with solid understanding of financial terminology
Ability to create wow / delighter moments with customers
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Typically 3 4 years relevant project management, customer service, account management or sales experience
Technical certifications ITIL foundation certification / Prince 2 desirable but not essential

About Rackspace
We accelerate the value of the cloud during every phase of digital transformation By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work Join us on our mission to build the worlds best technology services company

More on Rackspace
Rackers arent all alike We look different We think uniquely We are from many places and our beliefs & backgrounds vary But, being a Racker a valued member of a winning team on an inspiring mission is what connects us all Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic If you have a disability or special need that requires accommodation, please let us know

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Telecom, IT-Hardware/Networking
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 19th Jul 2020

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