Job Title: Customer Success Associate III – India

Shift: India Third Shift (6:30 PM IST to 3:30 AM IST)

Job Description:
This role supports Service Delivery Managers in handling our largest customer accounts by ensuring quick and effective responses to customer inquiries. Working closely with the Service Delivery team, the associate manages incoming customer requests and follows them through to resolution. Responsibilities include directing requests to the appropriate teams, responding to customer needs, and performing various administrative and commercial tasks for the Service Delivery group.

Customer Success Associates ensure prompt responses to customer inquiries, enhance service delivery efficiency, and provide exceptional support experiences. They take ownership of customer issues, acting as a liaison between the customer and Rackspace’s support teams, ensuring technical, administrative, and specialized support needs are met.

Job Requirements – Key Responsibilities:

– Monitor and appropriately route incoming customer tickets
– Respond directly to customer inquiries related to assigned tasks
– Track and follow up on open tickets to ensure timely responses
– Proactively manage and resolve tickets
– Identify recurring issues and assist customers in resolving them
– Recommend process improvements to reduce ticket volume
– Escalate support requests as needed
– Coordinate with Rackspace and customer support teams to meet deadlines
– Comply with company security policies and procedures
– Use business knowledge and networks to ensure ticket resolution

Key Performance Indicators:

– Volume of completed ticket work
– Customer satisfaction based on Net Promoter Score (NPS)
– Accuracy of performance
– Aim for a world-class NPS target of 80%, including NPS-T scores
– Active engagement with all assigned customers
– Effective ticket and workload management

Role Scope:

– Credit Approval: None
– Team: Service Delivery
– Hiring Responsibility: None
– Internal Collaboration: Support Engineers, Sales, Marketing
– Budget Management: Travel and customer entertainment expenses
– External Interaction: Direct customer contact

Note: Remote roles are only available to candidates residing in the country listed in the job location.

About Rackspace Technology:
We are experts in multicloud solutions, combining deep expertise with leading technologies in applications, data, and security to deliver comprehensive solutions. We help customers address business challenges, design scalable solutions, manage and optimize them for long-term success. Recognized as a top workplace by Fortune, Forbes, and Glassdoor, we attract and nurture top talent. Join us in our mission to embrace technology, empower customers, and shape the future.

More About Rackspace Technology:
While we are all unique, Rackers are united by a shared mission: to be valued members of a high-performing team with a meaningful purpose. We bring our authentic selves to work and believe that diverse perspectives drive innovation and improve service to our customers and communities. We are committed to equal employment opportunities regardless of age, race, gender identity, disability, veteran status, or any other protected status. If you need accommodations due to a disability or special need, please let us know.