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 manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action 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. Customer Success Associates are responsible for taking ownership of the customer requests 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.

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
• Escalates 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 procedure as directed.
• Utilizing business knowledge, networks and commercial acumen to see tickets through to completion
• Ticket workload completed
• Customer satisfaction. Based on NPS Ticket score
• Performance accuracy measures
• Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
• Engagement of every customer within their customer base
• Ticket and workload management

Knowledge

• 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

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About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.