Customer Success Manager I-IN

Location: Gurgaon

Work Mode: Hybrid (twice in a week)

Shift Time: 8 am to 4 pm IST

Interview Mode: In person Interview

*Advanced MS Excel and Presentation Skills are a must *

Job Profile Summary

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.

• Requires advanced skills and expertise in a variety of work processes or activities
  • Generates new and innovative solutions to complex problems
• May act as a lead, coordinating the work of others, but not a supervisor
• Works autonomously within established procedures and practices
• Anticipates patterns and links; looks beyond the immediate problem to the wider implications 
• Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
• Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
• Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
• Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
• Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.

• 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 

• Advanced understanding of the IT industry and various technologies
• Advanced knowledge of the Rackspace product portfolio, servers, and computer hardware
• Advanced understanding of Cloud technologies and working practices 

• 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 

• Any Full time graduate
• 4-6 years of work experience in the role duties required