Customer Success Manager I – India
Night Shift
Must have experience managing cloud-based customers.

Key Skills: Customer retention, contract renewals, and reducing churn.

Customer Success Managers (CSMs) are responsible for managing relationships with their assigned customers, acting as the main point of contact between the customer and Rackspace’s support teams. They ensure that all technical, administrative, and specialized support needs are met.

CSMs also focus on strengthening customer relationships by building trust, identifying sales and networking opportunities, and handling challenging situations to maintain Rackspace’s reputation for exceptional support.

Service Delivery Managers interact directly with customers before and/or after a sale. They assist the sales team by fostering positive client relationships that can significantly impact service and product revenue. Their responsibilities may include both pre-sale and post-sale activities.

Pre-sale duties include responding to customer inquiries, providing product information and pricing, influencing production schedules, recommending pricing adjustments, and identifying new business opportunities.

Post-sale duties involve addressing customer concerns, resolving production or billing issues, validating warranty claims, coordinating repairs, adjusting production schedules, and identifying opportunities for additional sales.

Job Requirements:

– Build strong, collaborative relationships with customers
– Manage support requests and coordinate between Rackspace and customer teams to meet deadlines
– Schedule maintenance and ensure quality checks are completed
– Oversee customer projects and ensure timely delivery
– Analyze service failures and create incident reports as needed
– Validate, negotiate, and process service credits
– Develop and maintain service improvement plans
– Lead contract renewal discussions
– Ensure proper documentation for support requirements
– Organize and lead customer meetings
– Generate reports as needed (e.g., MAR, SIR)
– Comply with company security policies and procedures
– Support team development through coaching and mentoring
– Identify and implement improvements in products, processes, and team operations

Key Performance Indicators:

– Aim for a Net Promoter Score (NPS) of 80%, including transactional NPS
– Maintain active engagement with all assigned customers
– Contribute to business growth by identifying upsell opportunities
– Accurately predict potential customer churn and work with leadership to prevent it
– Minimize churn by retaining customers through strategic retention efforts
– Manage service credits through effective administration and negotiation
– Take initiative to achieve goals
– Coordinate and lead training and mentoring sessions

Note: Remote roles are only available to candidates residing in the specified country.

About Rackspace Technology:
We are experts in multicloud solutions, partnering with leading technologies to deliver comprehensive services across applications, data, and security. We help customers solve business challenges, design scalable solutions, manage and optimize them for long-term success. Recognized as a top workplace by Fortune, Forbes, and Glassdoor, we are committed to attracting and nurturing top talent. Join us in embracing technology, empowering customers, and shaping the future.

More About Rackspace Technology:
Though diverse, all Rackers are united by a shared mission: to be part of a winning team with a meaningful purpose. We bring our authentic selves to work and believe that diverse perspectives drive innovation and better serve our global customers and communities. We are an equal opportunity employer and welcome applicants regardless of age, race, gender, disability, or any other legally protected status. If you require accommodations due to a disability or special need, please let us know.