Position Overview:
The Service Delivery Team at Rapidscale provides strategic oversight to our customers and helps them achieve the greatest possible benefits from our products and services. A Client Performance Manager (Customer Success Manager) focuses on helping customers identify and achieve meaningful business results. The primary measures of success for this role are the renewal rate, cross selling of recurring revenue products, and the satisfaction level of our accounts.
We are looking for talented, naturally curious and persistent individuals with excellent relationship-building, discovery, and communication skills. The ideal candidate will have a proven track record of on-boarding new and nurturing existing customers as well as familiarity with (or ability to quickly learn) the nuances of an MSP operation. If you enjoy staying on your toes, are adaptable and resourceful, you will fit right into an environment where your opinion counts.
Responsibilities:
- Manage full life-cycle of large and complex cloud infrastructures while tracking health metrics to identify and effectively increase retention and accelerate account growth.
- Communicate effectively across channels (video, email, phone) to overcome growth/expansion challenges while simultaneously identifying upsell opportunities when applicable.
- Manage key client projects by communicating effectively with project team members, management and project stakeholders on status, issues, risks, and project goals and objectives.
- Develop strong relationships and serve as a single point of contact for all activities and escalations. Coordinate all resources necessary to resolve issues and promote success.
- Perform recurring business reviews to establish critical goals or other key performance indicators and aid the customers in achieving these goals.
- Ensure client specific operational practices are implemented and manage compliance, validation and security related initiatives, including business continuity planning for assigned clients.
- For new and added services, work with RapidScale's engineers to understand clients' technical requirements and monitor/project manage their implementation.
- Serve as a customer advocate - gather and determine the implications of customer feedback on product needs.
This role may require some travel to client facilities (
Qualifications
Minimum
- Bachelor's degree in a related discipline and 4 years' experience in a related field. The right
- candidate could also have a different combination, such as a master's degree and 2 years'
- experience; a Ph.D. and up to 1 year of experience; or 8 years' experience in a related field
- Track record of driving customer value/satisfaction, managing customer escalations, balancing customer expectations, and negotiating successful resolutions
- Strong IT background, preferably in IAAS environments (AWS/Azure)
- Proficiency in Customer Success management systems such as Gainsight or Totango is a plus.
- Experience in case management systems like Jira or ServiceNow
- Experience in working as a Customer Success Manager (or in a similar capacity as a Program Manager or Technical Project Manager or Service Delivery Manager) dealing with Infrastructure Engineering, Support or Network Operations.
About Rapidscale
Rapidscale, a subsidiary of Cox Communications, helps customers migrate, run, and operate mission critical workloads in public, private, and multi-tenant clouds with security, scalability, and efficiency baked in. Our innovative Cloud Operations Platform combines world-class engineering talent, policy-as-code, and integrated tooling to enable customers to confidently meet compliance regulations, security requirements, cost control, and high availability. Together with our team of dedicated certified engineers and decades of IT management experience, we ensure our customers' success across every stage of the Cloud Adoption Framework.
USD 77,800.00 - 116,800.00 per year
Compensation:
Compensation includes a base salary of $77,800.00 - $116,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
