[Hiring] Customer Success Associate II @Rackspace Technology

Role Description

The Customer Success Associate II provides support to the Customer Success Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Customer Success Managers, the Customer Success Associate proactively manages inbound customer requests and ensures that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs, and actioning frequent clerical and commercial tasks on behalf of the Customer Success group.

Customer Success Associates ensure fast response to inbound customer requests, drive efficiency in Customer Success tasks and processes, delivering a fanatical support experience. They are responsible for taking ownership of the customer requests with each of their customers and 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.

Key Responsibilities

• 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
• Escalate 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 procedures as directed
• Utilize business knowledge, networks, and commercial acumen to see tickets through to completion
• Achieve customer satisfaction based on NPS Ticket score
• Strive towards a world-class target of 80% for the Net Promoter Score including NPS-T scores
• Engage every customer within their customer base
• Manage ticket and workload

Qualifications

• Basic understanding of the IT industry and various technologies
• Basic knowledge of the Rackspace product portfolio, servers, and computer hardware
• Basic understanding of Cloud technologies and working practices

Skills

• Administrative Skills
• AR/Billing Software Tools
• Budget Management
• Client/Customer Service
• Coaching/Counseling
• Cost-benefit Analysis
• Customer Relationship Management
• Data Analysis
• ERP Software Skills
• Formal Writing Skills
• MS Excel Skills
• Negotiation Skills
• Presentation Building
• Process Improvement
• Public Speaking
• Query Resolution Skills
• Revenue Risk Assessment/Identification
• Stakeholder Management (external/internal)
• Technical Troubleshooting

Education

• High School Diploma or regional equivalent required

Experience

• 1-2 years of work experience in the role duties required