Manager - Technical Support

United States - Remote

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Rackspace
As a cloud computing services pioneer, we deliver proven multicloud solutions across your apps, data, and security. Maximize the benefits of modern cloud.
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This role provides leadership and direction for the delivery of pre and post-sales services and support to clients and customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates the team to ensure the efficient operation of the function.
Please note this role can be based in the UK or the US

Key Responsibilites

  • Manages team members in the delivery of technical activities that support customers
  • Accountable for the performance and results of a team within a specialty area
  • Adapts functional area plans and priorities to address resource and operational challenges across varied work types
  • Provides technical guidance to employees, colleagues and/or customers regarding systems monitoring, operations and company systems malfunctions
  • Accountable for meeting response requirements related to service level agreements
  • Collaborates across teams to ensure speed, expertise and consistency of customer outcomes through collaborative coverage, work handoff and creative allocation of resources to solve complex customer issues or deliver on projects
  • Collaborates across teams and departments to develop and execute customer service strategies that are tied to the achievement of company objectives
  • Drive the development and engagement of employees through professional development programs, tasks of increasing complexity, projects, and engagements
  • Provides expertise and representation of the product/platforms in higher level meetings, as well as with customers
  • Leads crisis responses; executes an operational remediation plan for a team, shift or across shifts
  • Ensures design support scalability, quality, performance, security, maintainability and architectural integrity, and ensures solutions are delivered in alignment with the defined product strategies and goals

Key Requirements

  • Strong relevant work experience of progressive responsibility involving customer service
  • Experience indirectly leading teams or guiding less experienced resources
  • Exceptional people skills with the ability to engage and motivate subordinates and peers
  • Demonstrated ownership in some leadership tasks or progressive development through leadership
  • Previous management experience is required if the candidate has minimal technical experience
  • Ability to communicate effectively across all levels verbally, in writing, and in presentations
  • ITIL Certification preferred.
  • Project Management Certification preferred
  • Occasional domestic/international travel
  • Please note this role can be based in the UK or the US

About Rackspace TechnologyWe 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 TechnologyThough 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.  Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
Job region(s): North America
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