Customer Success Associate Iii

Job Title Customer Success Associate III - IN Shift India third Shift 6 30 pm IST to 3 30am IST JOB DESCRIPTION Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests Working alongside teams of Service Delivery Managers the Service Delivery 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 Service Delivery group Service Delivery Associates insure fast response to inbound customer requests drive efficiency in service delivery tasks and processes delivering a fanatical support experience Service Delivery 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 JOB REQUIREMENTS Key Accountabilities 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 Key Performance Indicators 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 ROLE DIMENSIONS Credit sign-off None Team Profile Service Delivery Recruitment None Internal exposure Support Engineers Sales Marketing Budgetary Managing Travel and Customer Entertaining expenditure External exposure Customers PERSON SPECIFICATION Tenacious problem solver will own issues until full resolution Excellent communication skills both written and verbal with great attention to detail Strong rapport and relationship building skills with both internal departments and external customers Strong level of business awareness and commercial acumen with solid understanding of financial terminology Strong organizational time management and prioritization skills Able to take a creative approach to situations and problem solving A minimum of 3 years experience in a Service Delivery Account Management role A minimum of 3 years experience in the IT industry or holds a good understanding of Internet Technologies Understanding of IT industry working practices methodologies - ITIL foundation certification desirable but not essential POLICY COMPLIANCE Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed 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