• 12 month FTC Technical Account Manager (L2)

    Location(s) UK-London
    Req #
    Managed GCP
  • Overview & Responsibilities

    Working with pre-sales architects, sales, and support you will be the owner of the relationship between Rackspace and their portfolio of Google customers. As well as coordinating support teams, managing and reporting on SLAs, overseeing billing, incidents and change, you will focus on establishing a deep understanding of your customer’s business model, the applications they develop and host and how Rackspace support and Google infrastructure can make their business more efficient, agile and scalable. Using your detailed knowledge of our service catalogue and their business’s drivers you will formulate and action Account Development Plans, through collaborating with and positively influencing all levels of your customer’s organisation.


    The right candidate for the role will be adept at managing senior stakeholders, complex service delivery systems, co-ordinating Rackspace and customer teams around complex business and technical situations, always delivering within established timescales and exceeding customer’s expectations. To facilitate strong, personable customer relationships, some travel will be required to customer sites, with occasional international travel.




    Key Accountabilities

      • Understand and document customer’s business model, plans, applications, infrastructure and support requirements
      • Create Account Development Plans that create win-win situations that strengthen customer’s partnerships with Rackspace
      • Provide strategic and operational guidance that will allow customers to continually optimise their Cloud environments to achieve their business goals and maximise return on investments
      • Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios
      • Drive strong customer satisfaction (NPS) through Fanatical Support
      • Own issues, and escalations and drive collaboration with other teams to find speedy resolution 
      • Previous experience required in a Service Delivery / Technical Account Management role
      • Previous experience required in the IT industry
      • Understanding of IT industry working practices / methodologies
      • Strong customer focus, with an ability to continually anticipate and meet the customers’ needs
      • 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 customers
      • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy
      • Strong rapport and relationship building skills with both internal departments and external customers
      • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise
      • Strong Project Management skills
      • Strong negotiation skills
      • A good level of business awareness and commercial acumen