DirecciónKey Responsibilities
- 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 executing a customer contact strategy.
- Analyzes operational processes, and 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 an experienced professional with an understanding of industry practices and company policies and procedures; resolves a wide range of issues in practical ways.
- Manages market research to determine special pricing for nonstandard items in the interest of ensuring appropriate profit margins are reached and maintained.
- Manages technical resource(s) to solve customer problems and escalations.
- Renews customer contracts.
- Responsible for conversion of all component upgrades.
- Decisions impact own team and other teams whose work activities are closely related.
- Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
- Works on problems of moderate scope where analysis of data requires evaluation of identifiable factors.
- Completes mostly transactional work where learning is applied to new situations.
- Contributes to the solution of straightforward business problems regarding operations, products, services, or customers.
- Analyzes information, asks questions, and checks for understanding using standard procedures and processes.
- Applies acquired skills and experience to complete moderately complex, but routine tasks.
- Continues to develop expertise.
- Manages relationships of more complex accounts due to the level of MRR and complexity of systems.
- Supports Enterprise level accounts.
- Uses professional concepts; applies company policies and procedures to resolve complex issues.
- Functions as an advanced relationship builder with internal and external influence.
- Innovatively solves complex customer problems. Executes advanced project management skills and techniques.
- Works cross-functionally to solve customer problems, involving internal teams based on product expertise and customer configuration.
- Schedules maintenances.
- Renews customer relationship with Rackspace. Responsible for the conversion of component upgrades.
- May suggest improvements to existing processes and solutions to improve the efficiency of the team.
- Maintains internal relationships and determines the need for external contacts.
