Customer Success Lead Engineer ( R-20295)

Customer Success StrategistCustomer Success Strategist

Job Profile Summary

·       The Service Account Manager at Rackspace plays a crucial role in managing and strengthening relationships with a dedicated portfolio of customers.

·       This role involves ensuring effective service delivery and managing escalations to consistently exceed customer expectations.

·       By identifying opportunities to expand existing accounts and secure new business, where necessary the Service Account Manager drives growth and manages the full sales cycle from lead to close.

·       They provide tailored product solutions based on a deep understanding of customer needs and strategies, contributing to Rackspace's transformation and growth.

·       Success in this role requires a passion for customer interaction, the ability to quickly build rapport, and a knack for spotting opportunities to delight customers.

·       Creative problem-solving, effective communication and negotiation skills, and strong commercial acumen are also essential to excel in this position.

Key Responsibilities

Onboarding and Training:  Successfully guiding new customers through the initial setup and training process.

Customer Relationship Management:  Serve as the main point of contact for clients, ensuring their needs are met and fostering long-term relationships.

Project Oversight:  Oversee the execution of projects, ensuring they are completed on time, within budget, and to the client's satisfaction.

Proactive Support: Anticipating customer needs and addressing potential issues before they become problems.

Product Advocacy: Promoting the value of the product and identifying opportunities for upselling or cross-selling.

Sales and Business Development: Identify opportunities for upselling and cross-selling services to existing clients and pitch new business to potential clients.

Feedback Loop: Gathering customer feedback and working with internal teams to improve products and services.

Performance Tracking: Monitoring customer usage and success metrics to ensure they are getting the most out of the product.

Churn reduction and contact renewal : Ensure churn risk is identified in advance and mitigated.  Leverage on the relationship to secure long term renewals

Essential Skills and Qualifications

Communication Skills: Excellent verbal and written communication to effectively interact with clients and internal teams.

Leadership: Strong leadership abilities to manage and motivate a team.

Strategic Thinking: Ability to develop and implement effective account strategies.

Problem-Solving: Aptitude for identify issues and provide solutions.

Empathy: Understanding and addressing customer needs and concerns.

Technical Proficiency: Familiarity with the product and the ability to explain technical concepts to non-technical users.

Analytical Skills: Ability to analyze customer data to improve their experience.

Project Management: Managing multiple customer accounts and projects simultaneously.

Negotiation Skills: Proficiency in negotiating contracts and managing client expectations.