Customer Success Lead Engineer ( R-20295) - Remote

Overview

The Customer Success Lead Engineer at Rackspace plays a crucial role in managing and strengthening relationships with a dedicated portfolio of customers, ensuring effective service delivery and managing escalations to exceed customer expectations.

In Short

• Guide new customers through the initial setup and training process.
• Serve as the main point of contact for clients, fostering long-term relationships.
• Oversee project execution, ensuring timely and budget-compliant completion.
• Anticipate customer needs and address potential issues proactively.
• Promote product value and identify upselling opportunities.
• Gather customer feedback to improve products and services.
• Monitor customer usage and success metrics.
• Identify churn risk and secure long-term renewals.

Requirements

• Excellent verbal and written communication skills.
• Strong leadership abilities.
• Strategic thinking for effective account strategies.
• Aptitude for problem-solving.
• Empathy to understand customer needs.
• Technical proficiency to explain concepts to non-technical users.
• Analytical skills to improve customer experience.
• Project management skills for handling multiple accounts.
• Negotiation skills for managing client expectations.

Benefits

• Opportunity to work with a dedicated customer portfolio.
• Engagement in a dynamic and growth-oriented environment.
• Possibility for career advancement within the company.
• Access to training and development resources.
• Flexible working arrangements including remote options.