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Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.
The Custom Team is responsible for providing industry leading Fanatical Support™ to Rackspace’s largest Enterprise and strategic customers. These customers host critical infrastructure and applications, with highly complex and customised solutions, with Rackspace and have an exceptionally high expectation for the level of service required and provided. Custom accounts are typically a combination of high Monthly Recurring Revenue (“MRR”) and are identified as being a long-term strategic customer for Rackspace. The management of these customer environments are complex and, compared to the majority of Rackspace’s account base, often carry a high degree of risk from conception through deployment and sustainment, over longer timescales and contract lengths. The Custom team is responsible for about £50M pa in revenue and has around 30 customers.
The main focus of the Senior Customer Care Manager (SCCM) within the Custom team is to provide leadership and direction to a number of senior experienced customer account teams, who are servicing Rackspace’s largest Enterprise and strategic accounts. The account team consist of a Service Delivery Manager (SDM) and one or more Lead Engineers (LE), who work with a range of technical support teams across the business. The SDMs are responsible for managing service delivery and take ownership of the overall customer relationship and the LEs are responsible for the technical design, performance and stability of their assigned accounts.
The Custom team prides itself on delivering service and operational excellence and being successful in the role requires: