Rackspace

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Enterprise Technical Account Manager

Enterprise Technical Account Manager

Req # 
39102
Location(s) 
AU-VI-Melbourne
Category 
Customer Relationship & Support

Job Overview

Overview & Responsibilities

Success in the role requires:

 

  • Strong project management – may be informal
  • Excellent execution and operational skills with high levels of accuracy and due diligence
  • Experience in collaborating with customer and internal support teams in a Managed services environment
  • Solid problem-solving abilities coupled with a desire to take on responsibility
  • Strong presentation skills and an ability to develop relationships with all levels of customer stakeholders
  • Strong customer focus, with an ability to continually anticipate and meet their needs
  • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy
  • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise
  • Enterprise grade Service Delivery experience
  • Experience with leading account planning activities, service improvement, or business development activity
  • Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes
  • Ability to wear multiple hats to assist in our various targets across the portfolio (including pre-sales, implementation/migration, & post-sales account management)
  • Acts as an escalation point for internal groups and serves as a coach for newer team members

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Qualifications

Key Accountabilities

  • Manage support requests and co-ordinate Rackspace and/or Customer support teams to deliver within agreed timescales
  • Oversee and coordinate programs of work for the customer base, working closely with BAU and Professional Services teams
  • Act as primary point of contact for customer base, facilitating great customer outcomes by driving internal teams to deliver
  • Managing customer escalations effectively and efficiently
  • Build on customers’ growth and retention strategies, working closely with Sales and Executive Sponsorship
  • Building strong partnership relationships with customers and Rackers alike
  • Holding regular governance sessions with all levels of leadership, both internally and externally
  • Contribute to install base growth by identifying new business / upgrade opportunities
  • Review service failures and produce incident reports when required
  • Validate, negotiate and process service credits in timely fashion
  • Ensure appropriate documentation is in place for specific support requirements
  • Produce ad-hoc reports when required

 

 

Key Performance Indicators (includes, not limited to)

 

  • Deliver strong customer loyalty as measured through low churn (less than 1.8%/month) and through contract renewals (>70% in contract)
  • Strive towards a world class target of 65 for the Net Promoter Score (NPS)
  • Strategic delivery of support through creation and maintenance of account development plans for top customers
  • Contribute to install base growth by identifying new business / upgrade opportunities
  • Control credit memos through good administrative control and negotiation on service failures

 

PERSON SPECIFICATION:

  • 7 – 9 years of relevant service/relationship management experience or bachelor’s degree in related field preferred
  • Tenacious problem solver, will own issues until full resolution
  • Account management skills/tools; strong organizational, time management and prioritization skills
  • Advanced knowledge of cloud-based hosting services including AWS and Azure offerings and
  • Strong knowledge of business products, industry trends/best practices and solid understanding of financial terminology
  • Strong ability to communicate technical information and ideas so that others can understand
  • Excellent understanding of implementation processes, ticketing system and ticket flow
  • Strong organisation and time management skills
  • Advanced interpersonal, written, and verbal communication and negotiation skills
  • Demonstrated ability to provide fanatical customer support
  • Exhibits excellent attention to detail and strong multitasking skills
  • Strong ability to prioritize and highly varied work level in order to maintain required productivity levels
  • Innovative and creative problem-solving abilities, coupled with a desire to take on responsibility
  • In depth understanding of invoicing, contracts, proposals and renewals
  • Works under limited supervision; limited requirement to escalate issues to Management
  • Due to 24x7x365 operation, must be willing to be available for occasional out of hours work
  • ITIL and Prince2 certification desirable, Agile preferred

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