Job Title: Customer Success Associate I
Shift: India Third Shift (6:30 pm IST to 3:30 am IST)

Job Description:
This role supports Service Delivery Managers who work with our largest customers by ensuring quick and efficient handling and resolution of customer requests. Working as part of a team, the Service Delivery Associate manages incoming customer inquiries, ensures they are handled through completion, and directs tasks to the correct teams. Responsibilities include responding to customer needs, performing administrative and commercial tasks for the Service Delivery group, and helping deliver a high‑quality support experience. The role requires taking ownership of customer issues and acting as a key link between customers and the Rackspace support teams to ensure all technical and administrative needs are met.

Job Requirements:
Key Responsibilities
• Monitor incoming customer tickets and route them effectively
• Respond to customer information requests related to assigned tasks
• Track and progress open tickets within required timeframes
• Take proactive ownership of tickets
• Identify recurring operational issues and help customers reach resolution
• Identify opportunities to reduce ticket volume through improved processes or changes
• Escalate support requests according to guidelines
• Coordinate Rackspace and customer teams to meet agreed timelines
• Follow company security policies and procedures
• Use business knowledge and commercial understanding to drive ticket completion

Key Performance Indicators
• Number of tickets resolved
• Customer satisfaction measured by NPS ticket scores
• Accuracy and quality of performance
• Commitment to achieving an 80% world‑class Net Promoter Score
• Consistent engagement with each assigned customer
• Effective ticket and workload management

Role Dimensions:
• Credit authority: None
• Team: Service Delivery
• Recruitment: None
• Internal contacts: Support Engineers, Sales, Marketing
• Budget: Manage travel and customer entertainment expenses
• External contacts: Customers

Person Specification:
• Persistent problem solver who follows issues through to resolution
• Excellent verbal and written communication with strong attention to detail
• Strong relationship‑building skills with internal teams and customers
• Solid business awareness and commercial understanding, including financial terminology
• Strong organizational and time‑management skills
• Creative approach to problem solving
• At least 3 years of experience in Service Delivery or Account Management
• At least 3 years of experience in the IT industry or strong knowledge of internet technologies
• Understanding of IT industry practices; ITIL Foundation certification preferred but not required

Policy Compliance:
Must follow company security policies, procedures, and all relevant standards.

About Rackspace Technology:
Rackspace Technology is a leading multicloud solutions provider. We combine deep expertise with top global technologies across applications, data, and security to deliver comprehensive solutions. With a long record of advising customers, designing scalable solutions, and optimizing performance, we strive to deliver exceptional results. Consistently recognized as a top workplace by Fortune, Forbes, and Glassdoor, we cultivate world‑class talent and are committed to embracing technology, empowering customers, and shaping the future.

More About Rackspace Technology:
Despite our differences, we are united by a shared mission: to be valued members of a high‑performing team working toward an inspiring goal. We bring our full selves to work and believe that diverse perspectives drive innovation and help us best support customers and communities globally. We welcome all applicants and are committed to equal employment opportunities regardless of age, color, disability, gender identity or expression, genetic information, marital or partner status, pregnancy or maternity, military or veteran status, nationality, ethnicity, race, religion or belief, sexual orientation, or any other protected characteristic. If you require accommodation due to a disability or special need, please inform us.