Director Customer Success

Rackspace Technology
Heath Hayes, UK
Closing date
26 Sep 2020

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Technology & New Media
Contract Type
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Primary Responsibility:


The Director of Customer Success is ultimately responsible for the ensuring we deliver Fanatical Support to our customers. Due to the 24X7 operations of the business, this role must work a flexible work schedule to deal with all escalations and outages.


Key Accountabilities

· Lead and manage an operations team within a segment that includes all measures of customer growth, loyalty, profits and Racker engagement.

· Recruiting, managing and developing technical and non technical Rackers whilst maintaining the Rackspace culture.

· Coaching teams on how to apply industry best practices during customer consultations.

· Setting team targets whilst managing and monitoring performance accordingly.

· Building a scalable and efficient organizational model that reduces our cost to serve our customers.

· Reviewing service breakdowns to implement process improvement opportunities.

· Acting as the final escalation point for customer and staff issues.

· Managing SLAs and implementing process change to underpin contractual SLAs.

· Be a collaborative partner with other departments in the UK and US to deploy and optimize new service solutions to achieve growth targets.

· Succession planning throughout the department.

Key Performance Indicators (against each key accountability)

· Customer Growth is measured on % growth in the Installed Base the target is set on a quarterly basis.

· Customer Loyalty is measured using the NPS the target is set on a quarterly basis.

· Retention of customers is measured using a % defection churn against the Installed Base.

· Racker Engagement is measured using the Gallup Q12.

· Scaling the organization is measured using a Revenue per Racker target that is set on a quarterly basis.

· Service breakdowns (SLA) is measured by calculating the % of service credits raised against the Installed Base.

· Succession planning is measured against ability to continue with business seamlessly if we were to lose a key Racker.


· Great understanding of the IT industry and various technologies.

· Significant operational management experience within a mission critical environment.

· Effective trouble shooting and analytical skills and ability to manage complex & technical projects.

· Effective cost centre management and budgetary control.

· Compelling business case formation and follow through.

· Strong negotiation skills with suppliers and customers.

· Ability to meet challenging targets within tight deadlines.

· Proven track record of change improvement meeting strategic objectives.

· A great attitude with internal customers and external parties, excellent written, verbal, and communications skills.

· Ability to inspire and motivate others.

· 7 years + technical management experience responsible for large teams with diverse skill set preferred.

· Excellent understanding in various technologies especially mission critical environments.

· Track record in delivering on a customer service model with exceptional results.


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