Customer Success Manager (Colombia)
Rackspace, Colombia

• Has become mostly autonomous but still relies on manager for guidance on work.
• May provide guidance and training to new team members.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.

• Provides 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 value add to the customer/clients.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Reviews SLA claims. Develops and manages responses, ensuring customer service with speed and accuracy and all client/customer service delivery issues are resolved.
• Uses skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• Manages market research to determine special pricing for non standard items in the interests of ensuring appropriate profit margins are reached and maintained.
• Manages technical resource(s) to solve customer problems and escalations.
• Coordinates builds and maintenances.
• Renews customer contracts.
• Responsible for conversion of all component upgrades.
• Decisions impact the quality, efficiency and effectiveness of own team and closely related teams.
• May impact other related teams through quality of output and service provided.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Works on complex problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Completes mostly tactical work where learning is applied to new situations.
• Contributes to solution of business problems regarding operations, products, services or customers.
• Analyzes information, asks questions and checks for understanding using learned techniques and applying creativity in new situations.
• Applies acquired skills and experience to complete moderately complex tasks.
• 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 value add to the customer/clients.
• Develops customer service department procedures.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Reviews SLA claims.
• Develops and manages responses, ensuring customer 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.
• Manages technical resource(s) to solve customer problems and escalations.
• Coordinates builds and maintenances.
• Renews customer contracts.
• Responsible for conversion of all component upgrades.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• May suggest improvements to existing processes and solutions to improve the efficiency of the team.
• Networks with internal

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