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Customer Success Strategist
Job Profile Summary
· The Service Account Manager at Rackspace plays a crucial role in managing and strengthening relationships with a dedicated portfolio of customers.
· This role involves ensuring effective service delivery and managing escalations to consistently exceed customer expectations.
· By identifying opportunities to expand existing accounts and secure new business, where necessary the Service Account Manager drives growth and manages the full sales cycle from lead to close.
· They provide tailored product solutions based on a deep understanding of customer needs and strategies, contributing to Rackspace's transformation and growth.
· Success in this role requires a passion for customer interaction, the ability to quickly build rapport, and a knack for spotting opportunities to delight customers.
· Creative problem-solving, effective communication and negotiation skills, and strong commercial acumen are also essential to excel in this position.
Key Responsibilities
Onboarding and Training: Successfully guiding new customers through the initial setup and training process.
Customer Relationship Management: Serve as the main point of contact for clients, ensuring their needs are met and fostering long-term relationships.
Project Oversight: Oversee the execution of projects, ensuring they are completed on time, within budget, and to the client's satisfaction.
Proactive Support: Anticipating customer needs and addressing potential issues before they become problems.
Product Advocacy: Promoting the value of the product and identifying opportunities for upselling or cross-selling.
Sales and Business Development: Identify opportunities for upselling and cross-selling services to existing clients and pitch new business to potential clients.
Feedback Loop: Gathering customer feedback and working with internal teams to improve products and services.
Performance Tracking: Monitoring customer usage and success metrics to ensure they are getting the most out of the product.
Churn reduction and contact renewal : Ensure churn risk is identified in advance and mitigated. Leverage on the relationship to secure long term renewals
Essential Skills and Qualifications
Communication Skills: Excellent verbal and written communication to effectively interact with clients and internal teams.
Leadership: Strong leadership abilities to manage and motivate a team.
Strategic Thinking: Ability to develop and implement effective account strategies.
Problem-Solving: Aptitude for identify issues and provide solutions.
Empathy: Understanding and addressing customer needs and concerns.
Technical Proficiency: Familiarity with the product and the ability to explain technical concepts to non-technical users.
Analytical Skills: Ability to analyze customer data to improve their experience.
Project Management: Managing multiple customer accounts and projects simultaneously.
Negotiation Skills: Proficiency in negotiating contracts and managing client expectations.
