Rackspace Manager, Fanatical Support for AWS in San Antonio, Texas

Job Overview

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.

Job Responsibilities

  • 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

Qualifications

  • 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

Preferred Qualifications:

  • Already ‘AWS Certified Solutions Architect – Associate’ certified

  • Already ‘AWS Technical Accreditation’ certified

  • Already ‘AWS Business Accreditation’ certified

#LI-AZ1

GD1

Req # 33493

Location(s) US - TX - San Antonio

Category AWS

Category Leadership