Director, Customer Success

Director, Customer Success

Location: United States – Remote

Type: Full – Time

Workplace: remote

Category: Leadership – Public

Job Description:

As a Director, Customer Success you will lead and guide our team in providing Fanatical service and support to our customers pre-sales and post-sales. You will make sure we keep our customers happy and satisfied by addressing any concerns they may have and creating a strategy for keeping in touch with them.

You will take a close look at our processes, how we handle customer concerns, and conduct training to find ways to improve our services and provide added value to our clients. You’ll also establish procedures for our customer success teams and act as a bridge between customers and other departments like sales, legal, order processing and accounting to quickly resolve any issues.

Key Responsibilities

• Consistently works with abstract ideas or situations across functional areas of the business.
• Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas.
• Requires in-depth knowledge of the functional area, business strategies, and the company’s goals.
• Create and maintain an effective management team.
• Strategic direction for the team in line with company business needs.
• Systems architecture review and improvements.
• Process review and improvements.
• Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters.
• Provides direction to senior managers in various areas, groups, and/or operations.
• Recognized as an influential leader.
• Influences policymaking.
• Erroneous decisions will have a long-term effect on the company’s success.

Knowledge

• Invaluable knowledge of all facets of customer retention (CRM).
• Invaluable knowledge in finding a resolution to a customer’s concerns and defining and developing a customer contact strategy.
• Invaluable knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements.
• Expert knowledge in developing customer service department procedures.
• Show outstanding presentation, written and verbal skills for report writing and marketing and PR copy.
• Able to develop training programs and provide coaching and guidance on a one-to-one level. Exceptional people skills; the ability to engage and motivate staff.
• Detailed knowledge of research methods coupled with a good knowledge of data analysis.
• Ability to communicate technical info and ideas so others will understand.
• Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
• Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
• Ability to coach and motivate less experienced team members to achieve their goals.
• Ability to establish a long term vision and execute it.
• A demonstrated ability to think globally and address issues locally while motivating a team to act with speed, commitment, and consistency.
• Ability to successfully work and promote inclusiveness in small groups.
• Ability to provide FANATICAL support.

Requirements

• At least 6 years of Operational Management experience in technology within a mission critical environment, committed to providing FANATICAL customer service.
• A minimum of 2 years creating and delivering a service excellence strategy in a successful service oriented organization in technology.
• Experience of effectively dealing with high level escalations and customer complaints.
• Experience of developing customer and employee intelligence strategies and utilizing the findings to enhance service delivery.
• Extensive experience presenting and representing the organization to a variety of national and international audiences.
• A minimum of 4 years managing people.
• A strong background in account management or demonstrative hosting-specific technical skills
• High school diploma or equivalent required
• ITIL Certification preferred
• Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.
• Occasional travel, up to 25%.

The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.

• The anticipated starting pay range of Colorado applicants for this role is $128,300 – $188,210
• The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $136,600 – $200,310
• The anticipated starting pay range of California, Washington state and New York City applicants for this role is $149,500 – $219,230

Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus, commissions, or other discretionary payments. These discretionary payments are based on company and/or individual performance and may change at any time. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on benefits offered is here.

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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.