Rackspace Cloud Mentor L2 in Middlesex-Hayes, United Kingdom
Overview & Responsibilities
The Customer SuccessTeam is responsible for delivering a world class on-boarding experience to a named set of customers. The primary responsibility is to educate and guide the customers through a structured on-boarding process with the aim of maximizing their ability to fully utilize the current suite of products and services.
It is imperative that the customer’s first experience with Rackspace is excellent, the Cloud Mentor will receive named customers from the standard On-boarding team and direct sales team, making contact within a timely manor having prepared for the interaction using the various systems available.
The Cloud Mentor will be responsible for taking the customer on a journey, starting at the point of sale through to deployment of large Cloud based solutions, followed by a successful clean hand-off to a Technical Service Delivery Manager.
Measured on best-customer-outcomes, the Key Performance Indicator for this role include; Net Promoter Score (NPS), Number of Products Consumed and Average Revenue per Unit (ARPU) after the first thirty days. A consistently high standard of execution and focus is essential for every Cloud Mentor to achieve success in this role.
A passion for working with people and the ability to quickly build rapport
The ability to identify opportunities to delight and wow customers
Effective service delivery and escalation management
Research and gain competency in additional technologies quickly – with the primary focus on Cloud
Sound technical knowledge of the Hosting Technologies & Rackspace’s product portfolio
Effective communication and negotiation skills at all levels, technical through to directors
Commercial and business acumen
Quickly building strong partnership relationships with selected New Cloud customers.
Understand the customers key objectives and time scales for their Cloud environment.
Provide guidance around suggested infrastructure and solution types available in the cloud, including explanation of both the technical and commerical benefits or limitations.
Provide guidance around products and tools available in the cloud, including explanation of both the technical and commerical benefits or limitations.
Identify and provide Rackspace knowledge centre articles, diagrams and case studies as appropriate to individual customers.
Identify and organise any additional internal technical resources needed to aid customer progression.
Create project plans and suggest timelines to aid customer deployment of new cloud infrastructure.
Organise regular follow ups to review progress of mile stones against suggested project plan.
Identify any obstacles and provide any additional information, guidance or technical expertise as needed.
Ensure customer satification of completed solution (NPS feedback linked).
Assistance with any service delivery concerns: Pricing and billing, methods of communication and contact listings, support interaction experience – within first 30 days.
Organise successful handover of account to Cloud Service Delivery Managers / Technical Service Delivery Managers
Building strong partnership relationships with Internal Rackspace teams related to Cloud customers interaction
Key Performance Indicators
Make contact with all ‘Leads’ on day of sign-up/identification.
Create written report of each conversation, including discussed topics, customer requirements and planned next steps.
Create and maintain a ‘next steps’ plan for each account, in line with diarised activities.
Monthly reviews with manager of customer conversation activity against actual usage activity (product consumption)
Target increased ‘activation rate’ of customers receiving Cloud services vs not
Target increased ‘average revenue per unit’ of customers receiving Cloud services vs not
Target increased ‘product array usage’ of customers receiving Cloud services vs not
Gather NPS feedback.
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Previous experience communicating with C-Level business contacts, as well as Technical/development level admins.
A good level of business awareness and commercial acumen
Ability to create wow / delighter moments with customers
Ability to explain technologies products from both a technical and commercial value persepective
Able to take a creative approach to situations and problem solving
Strong organisational, time management and prioritization skills
Tenacious problem solver, will own issues until full resolution
Advanced Linux and/or Windows experience, with a willingness to cross-train with specifically technologies used in a web hosting environment
Industry qualification in Operating Systems (Windows or Linux) such as RHCE , MCSE or similar / minimum 3 years industry experience desirable
Req # 33269
Work Location UK-Hayes-Hyde Park Hayes
Location(s) UK - Middlesex-Hayes
Category Customer Relationship & Support
Category System Administration / Engineering