Rackspace Manager, Fanatical Support for AWS in San Antonio, Texas
Overview & Responsibilities
Are you looking for your next challenge in a fast-paced and invigorating team? Rackspace is looking for a new Leader for our Fanatical Support for AWS Onboarding Team. The ideal candidate will be responsible for developing and leading a team of Technical Onboarding Managers and partnering with teams across the segment to achieve Fanatical results to our customers on the AWS platform. You will be required to develop a solid understanding of changes in the business, and help design and enable new and initiative ways of delivering a Fanatical Onboarding experience to our customers, from Pre-sales all the way through to Support. A passion for quality and a Fanatical support attitude is a must, you must enjoy getting into the details and driving continuous improvement. This position is located in San Antonio, TX.
We are interested in you as we want your hard work and dedication to aid our team in catapulting our customers to amazing continued success and to help drive us to the next level of Fanatical Support on AWS! You will solve issues by utilizing your own creative techniques to enable your team to deliver Fanatical Support, which also means you’ll be a key partner in building strong relationships with our customers. And above all, you get to do this with the world leader in cloud computing, AWS.
Hire, coach, and manage a team of Support Rackers; provide constant feedback and guidance to your team to enable their growth and development
Manage day-to-day activities of the Onboarding Team including live coaching and mentoring, tracking and evaluating KPI's (such as build activity, volume, etc.)
Maintain focus on driving desired outcomes such as acceptable NPS scores and customer satisfaction
Identify and make recommendations for improvements around processes, efficiency, and productivity of the Onboarding Team
Partner with Sales and Support Teams to ensure intake for new customers meet their expectation and that handoffs maintain a positive customer experience; provide closed-loop reporting to leadership and sales team partnership
Build team culture - keep the team engaged, informed, and motivated; foster a collaborative team environment with creative incentive and recognition strategies
Help develop best practice strategies for onboarding customers
People management experience leading a team; demonstrated success in achieving results through leading others
Solid understanding of cloud technology
Ability to adapt/adjust priorities in a fast-paced, constantly changing environment
Alignment with Rackspace's Core Values and business strategy
Ability to adapt working style and approach to best communicate with various business contacts
Experience with managing projects end to end and coordinating with multiple departments.
Expected to achieve the ‘AWS Certified Solutions Architect – Associate’ cert (within the first 90 days of joining the team)
Strong organizational skills and the ability to quickly adapt to change
Already ‘AWS Certified Solutions Architect – Associate’ certified
Already ‘AWS Technical Accreditation’ certified
Already ‘AWS Business Accreditation’ certified
Req # 33493
Location(s) US - TX - San Antonio