• Enterprise Technical Account Manager

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



    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



    • 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