Customer Success Associate I Jobs in Gurgaon - Rackspace Technology

Must be open for 6.30 PM to 3.30 AM shift

Description Summary

Provides support to the Customer Success Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Customer Success Managers the Customer Success Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Customer Success group.

Customer Success Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.

Customer Success Associates are responsible for taking ownership of the customer requests with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.

Key Accountabilities

Monitor inbound customer ticket requests and route appropriately

Respond directly to customer information requests for specific task responsibilities

Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt

Proactively take ownership and work tickets

Identify common/recurring operational issues in support queues and support customer to resolution

Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change

Escalates support requests (phone/ticket) according to escalation procedures

Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales

Responsible for adhering to company security policies and procedure as directed.

Utilizing business knowledge, networks and commercial acumen to see tickets through to completion

Key Performance Indicators

Ticket workload completed

Customer satisfaction. Based on NPS Ticket score

Performance accuracy measures

Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores.

Engagement of every customer within their customer base

Ticket and workload management

Person Specification

• Tenacious problem solver, will own issues until full resolution
• Excellent communication skills, both written and verbal with great attention to detail
• Strong rapport and relationship building skills with both internal departments and external customers
• Strong level of business awareness and commercial acumen with solid understanding of financial terminology
• Strong organizational, time management and prioritization skills
• Able to take a creative approach to situations and problem solving
• A minimum of 4 years’ experience in a Service Delivery / Account Management role
• A minimum of 4 years’ experience in the IT industry or holds a good understanding of Internet Technologies
• Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
  

Policy Compliance

• Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.