Customer Success Associate
Location: Remote
Shift: Night
Exp: 3+ yrs-8 Yrs
The Customer Success Associate provides operational and administrative support to the Service Delivery group, ensuring timely and efficient resolution of customer requests. This role works closely with Service Delivery Managers to triage inbound requests, respond to standard customer queries, and coordinate internal teams to deliver a seamless and fanatical support experience. Strong working knowledge of Cloud platforms (AWS or Microsoft Azure) is mandatory.
Key Responsibilities
- Monitor inbound customer tickets and route requests to the appropriate internal teams.
- Respond directly to customer information requests within defined scope.
- Proactively manage and progress open tickets within agreed SLAs.
- Take full ownership of assigned tickets until resolution.
- Escalate customer issues in accordance with defined escalation procedures.
- Coordinate between internal technical teams and customers to ensure timely delivery.
- Identify recurring operational issues and recommend process improvements.
- Analyze ticket trends and suggest measures to reduce volumes and improve efficiency.
- Ensure adherence to company security policies and compliance standards.
- Utilize business knowledge and commercial acumen to drive tickets to completion.
- Maintain high standards of accuracy, documentation, and communication.
- Key Performance Indicators (KPIs)
- Ticket resolution within SLA
- Customer Satisfaction (CSAT) & Net Promoter Score (NPS) Target 80%+
- Ticket accuracy and quality metrics
- Effective workload management
- Customer engagement and responsiveness
Required Skills & Experience
- Minimum 4+ years of experience in Service Delivery, Customer Success, or Account Management within the IT industry.
- Strong understanding of Cloud Technologies AWS or Microsoft Azure (Mandatory).
- Good understanding of Internet technologies, hosting, networking, and infrastructure environments.
- ITIL Foundation certification desirable (not mandatory).
- Excellent written and verbal communication skills.
- Strong stakeholder management and relationship-building skills.
- High level of ownership and problem-solving mindset.
- Strong organizational, prioritization, and time management skills.
- Business awareness and understanding of commercial/financial terminology.
- Ability to work in a fast-paced, customer-centric environment.
About Rackspace Technology
We 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 Technology
Though 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.
