Customer Success Manager - Strategic Accounts
Core
Owns relationships with a dedicated portfolio of strategic enterprise customers, driving retention, growth, and service delivery excellence.
Role type
Senior Customer Success Manager (Strategic Accounts)
Builds
Strategic partnerships and long-term service delivery plans for large corporate accounts
Domain
IT Services / Cloud Infrastructure / Enterprise Technology
Deliverable
client delivery
Required skills
Strategic planning, stakeholder management, service delivery management, negotiation, problem solving, project management, IT industry knowledge, relationship building
Preferred skills
ITIL certification, experience with large corporate accounts, advanced understanding of Rackspace differentiators
Technologies
CRM systems, ITIL frameworks, Cloud infrastructure tools
Responsibilities
Develop and execute 6-month to 2-year strategic plans for customer retention and growth; Manage all facets of customer retention including resolving concerns and defining contact strategies; Analyze operational processes to identify service delivery improvements; Liaise between departments to resolve status, production, delivery, and billing inquiries; Negotiate credit claims and service levels; Lead cross-functional teams to deliver against customer requirements.