Rackspace Technology is hiring for Customer Success Associate I. This section provides an in-depth and comprehensive analysis of the role, covering key qualifications alongside pertinent supplementary details.
Rackspace Technology is hiring for Customer Success Associate I
About Rackspace Technology
We specialize in multicloud solutions, leveraging top-tier technologies in applications, data, and security to provide comprehensive end-to-end offerings. With a track record of guiding customers through their business hurdles, creating scalable solutions, overseeing their implementation, and ensuring ongoing optimization, we’ve consistently earned recognition as a top workplace by Fortune, Forbes, and Glassdoor. Our focus is on attracting and nurturing exceptional talent as we work towards our goal of embracing technology, empowering customers, and shaping the future.
| Company Name: | Rackspace Technology |
| Website: | www.Rackspace Technology.com |
| Job Role: | Customer Success Associate |
| Location: | work from home |
| Qualifications: | Any graduation |
| Salary: | 25,000 LPA |
| Experience: | Fresher |
Job Description
- Assist Service Delivery Managers within the largest customer base, ensuring prompt and effective resolution of customer inquiries.
- Collaborate with Service Delivery Manager teams to proactively handle incoming customer requests, ensuring these are efficiently resolved.
- Responsible for routing workstreams to the appropriate teams, directly addressing customer needs, and managing various clerical and commercial tasks on behalf of the Service Delivery group.
- Maintain quick responsiveness to inbound customer requests, streamline service delivery tasks, and uphold a high standard of support.
- Take ownership of customer requests for assigned clients, acting as a liaison between customers and Rackspace support infrastructure.
- Ensure all technical, administrative, and specialized support requirements of customers are met and addressed promptly.
Requirements
- Monitor and appropriately route inbound customer ticket requests.
- Respond directly to specific task responsibilities requested by customers.
- Track and advance open tickets within agreed-upon timeframes for customer/internal response.
- Proactively take ownership of and resolve tickets.
- Address recurring operational issues in support queues and assist customers in resolving them.
- Identify opportunities for reducing ticket volumes and improving efficiency through process or management adjustments.
- Follow escalation procedures for support requests (phone/ticket).
- Coordinate Rackspace/Customer support teams to meet agreed-upon timelines for managing support requests.
- Adhere to company security policies and procedures.
- Utilize business knowledge, networks, and commercial understanding to see tickets through to completion.
Key Performance Indicators
- Completion of ticket workload.
- Customer satisfaction measured by NPS Ticket scores.
- Accuracy in performance metrics.
- Aim for a world-class target of 80% for Net Promoter Score, including NPS-T scores.
- Engage with every customer within their customer base.
- Efficiently manage ticket and workload assignments.
Jaylen Cummings