Rackspace Senior Customer Care Manager in Hayes, United Kingdom

Job Overview

Overview & Responsibilities

The Custom Team is responsible for providing industry leading Fanatical Support™ to Rackspace’s largest Enterprise and strategic customers. These customers host critical infrastructure and applications, with highly complex and customised solutions, with Rackspace and have an exceptionally high expectation for the level of service required and provided. Custom accounts are typically a combination of high Monthly Recurring Revenue (“MRR”) and are identified as being a long-term strategic customer for Rackspace. The management of these customer environments are complex and, compared to the majority of Rackspace’s account base, often carry a high degree of risk from conception through deployment and sustainment, over longer timescales and contract lengths. The Custom team is responsible for about £50M pa in revenue and has around 30 customers.

The main focus of the Senior Customer Care Manager (SCCM) within the Custom team is to provide leadership and direction to a number of senior experienced customer account teams, who are servicing Rackspace’s largest Enterprise and strategic accounts. The account team consist of a Service Delivery Manager (SDM) and one or more Lead Engineers (LE), who work with a range of technical support teams across the business. The SDMs are responsible for managing service delivery and take ownership of the overall customer relationship and the LEs are responsible for the technical design, performance and stability of their assigned accounts.

The Custom team prides itself on delivering service and operational excellence and being successful in the role requires:

  • Passionate management and coaching of the SDMs and LEs

  • Effective management (and resolution) of escalations from the team

  • Creating a work environment and atmosphere that engages and delights both Rackers and customers

  • Creative thinking on ways to continually improve our service delivery

  • Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities

Key Accountabilities

  • Creates and maintains strong director and head-of level relationships with each client

  • Leads direct reports to implement best practice service management and governance into each client engagement

  • Takes ownership of driving complex client escalations through to conclusion with high degree of client satisfaction

  • Creates win-win outcomes during complex and high value contract negotiations

  • Challenges and raises operating standards through establishment of activity and outcome based metrics and reporting

  • Leads direct reports to develop, implement and maintain thorough and fitting commercial and technology based propositions that generates client value

  • Creates loyal and engaged team of direct reports through combination of rigorous people development and inspirational management

  • Seeks to hire best talent, develops both technical and non-technical direct reports whilst maintaining the Rackspace culture

  • Sets standards for presenting and promoting Rackspace’s value proposition, service and product during key client or presales engagements

  • Assures rigorous planning and execution across key internal and external business processes e.g. pre-sales, service design, on-boarding, clients lifecycle

Carries out regular performance reviews and objectives setting, including regular team meetings, 1:1 sessions with all team members and separate regular account team sessions



  • Detailed understanding of the IT industry and various technologies, ideally cloud and hosting

  • Deep understanding of Service Management best practices frameworks such as ITIL and COBIT

  • Significant exposure to operational management within a critical environment

  • Proven management experience and ability to coach senior experienced team members

  • Effective troubleshooting and analytical skills and ability to manage complex and technical projects.

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

  • The ability to engage and motivate staff and provide cross functional collaboration across all departments

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

  • Experience in mentoring, coaching and training a team, ideally both technical and non-technical roles

  • Senior level experience engaging with customers as their key business contact and partner




Req # 34578

Location(s) UK-Greater London-Hayes

Category Customer Relationship & Support