Sr. Manager - Revenue Materialization and Revenue

United States - Remote

Full Time Senior-level / Expert
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Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements, and add value to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing, and accounting to resolve status, production, delivery, and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non-standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Key Responsibilities

  • Manages customer support functional activities for all products and contributes to overall service profitability.
  • Uses staff and systems in the customer support area efficiently and productively.
  • Improves quality and responsiveness of customer support staff and resources.
  • Improves interaction and service between customer support and other functional areas of company.
  • Manages technical customer support center specialists for all products.
  • Schedules staff to adequately handle call/e-mail volume at any point in time.
  • Monitors progress and number of telephone calls/e-mails made.
  • Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination, as necessary).
  • Contributes to overall service revenue.
  • Generates new and creative ideas to sell add-on services.
  • Promotes sales of various service options.
  • Promotes and maintains a high quality, professional, and service-oriented company image among users.
  • Manages company’s technical customer support center specialist activities.
  • Ensures resolution of customer problems received via the telephone and/or internet.
  • Coveys customer feedback to product development staff.
  • May develop opportunities for billable time with billable service managers.
  • Erroneous decisions will have a long- term effect on the company's success.
  • Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters. Influences policymaking.

Knowledge, Skills, and Abilities

  • 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.
  • Expert 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.
  • Excellent management skills with ability to assign and monitor work.
  • Excellent interpersonal skills.
  • Excellent knowledge of company's products and systems.
  • Excellent time management, communications, decision-making, presentation, human relations, and organization skills.
  • Excellent knowledge of all customer support areas.
  • Proficient PC skills.
  • Drive to succeed.
  • Budget management of a minimum of $5 Million.
  • Customer relationship management.
  • Mentoring, coaching and training.
  • Exceptional communications skills, written and interpersonal.
  • Demonstrated excellence interpersonal skills to liaise, network and benchmark performance.
  • Demonstrated ability to consistently provide FANATICAL support

Qualifications

  • Bachelor's degree in Business or other relevant field preferred. High school diploma required.
  • At least 5 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service.
  • 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 2 years managing people.
  • A strong background in account management or demonstrative hosting-specific technical skills
  • ITIL certification preferred.
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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 perks/benefits: Career development Team events
Job region(s): North America
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