Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Customer Success Manager handling customer relationships for Rackspace Technology. Ensuring technical support needs are met and maximizing customer satisfaction and business opportunities.
Responsibilities
- Ownership of customer relationships and interface with Rackspace support
- Ensure customers’ technical and support needs are met
- Maximize customer relationship strength and identify opportunities
- Support sales team by developing positive customer relations
- Respond to customer inquiries and determine product literature
- Resolve production issues and manage invoicing problems
Requirements
- Strong partnership relationships with customers
- Manage support requests
- Coordinate support teams for timely delivery
- Schedule customer maintenances with quality checks
- Manage customer projects and ensure on-time delivery
- Review service failures and produce reports
- Negotiate and process service credits
- Maintain service improvement plans
- Manage contract renewals
- Produce ad-hoc reports
- Adhere to company security policies
- Identify coaching opportunities for team members
- Drive change and development in products and processes
Benefits
- Equal employment opportunity without regard to various personal characteristics
- Accommodations for disabilities or special needs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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