Job description
Job Summary: Rackspace is looking for a Customer Success Associate I to join our team. Working alongside teams of Customer Success Managers, the Customer Success Associate proactively manages inbound customer requests and ensures that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs, and taking action on frequent clerical and commercial tasks on behalf of the Customer Success group. Customer Success Associates ensure fast response to inbound customer requests, drive efficiency in Customer Success tasks and processes, delivering a fanatical support experience.
Customer Success Associates are responsible for taking ownership of the customer requests with each of their customers and serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers’ technical, administration, and specialist support needs are met.
Work Location: Hybrid Mexico City
- Fluent, Bi-lingual (Spanish and English): interviews will be held in English.
- Role can work remotely in the states of Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico and Puebla
Key Responsibilities
- Monitor inbound customer ticket requests and route appropriately.
- Respond directly to customer information requests for specific task responsibilities.
- Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt.
- Proactively take ownership and work tickets.
- Identify common/recurring operational issues in support queues and support customer to resolution.
- Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change.
- Escalates support requests (phone/ticket) according to escalation procedures.
- Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales.
- Responsible for adhering to company security policies and procedure as directed.
- Utilizing business knowledge, networks and commercial acumen to see tickets through to completion.
- Ticket workload completed.
- Customer satisfaction. Based on NPS Ticket score.
- Performance accuracy measures.
- Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores.
- Engagement of every customer within their customer base.
- Ticket and workload management.
Qualifications
Bachelor’s degree required.
Tenacious problem solver: will own issues until full resolution.
Excellent communication skills, both written and verbal with great attention to detail.
Strong rapport and relationship-building skills with both internal departments and external customers.
Strong level of business awareness and commercial acumen with a solid understanding of financial terminology.
Strong organizational, time management, and prioritization skills.
Able to take a creative approach to situations and problem-solving.
Experience in a Customer Success / Account Management role is a plus.
Experience in the IT industry or a good understanding of Internet Technologies is a plus.
Understanding of IT industry working practices/methodologies - ITIL foundation certification is desirable.
Professional experience is a plus.
Discover your inner Racker: Racker Life
- Fluent in Spanish and English (bilingual): interviews will be held in English.
Work Location: Mexico
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About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.
