Rackspace Technical Account Manager in London, United Kingdom

Overview & Responsibilities

Created by: Warren Jonas Date: 27 th June 2017

JOB TITLE: Technical Account Manager, Google

FUNCTION: Support REPORTS INTO: GM of Practice Area

JOB FAMILY: Service Delivery

JOB DESCRIPTION:

As the #1 Managed Cloud Company, Rackspace is hiring a Technical Account Manager (TAM) to deliver Fanatical Support on Google Cloud Platform. Fanatical Support for Google includes a wide range of services and features to help customers make the most out of their chosen hosting platform, accelerate adoption of Cloud in their business and improve upon traditional hosting strategies.

With a strong background in service delivery, you will help customers manage change, minimise risk, optimise operations and support business growth through pro-active and personable interactions. You will build long-term customer relations, understanding their business goals and operational capability in order to best align and manage Rackspace resources and services, and drive outstanding customer outcomes.

Working with pre-sales architects, sales, and support you will be the owner of the relationship between Rackspace and their portfolio of Google customers. As well as coordinating support teams, managing and reporting on SLAs, overseeing billing, incidents and change, you will focus on establishing a deep understanding of your customer’s business model, the applications they develop and host and how Rackspace support and Google infrastructure can make their business more efficient, agile and scalable. Using your detailed knowledge of our service catalogue and their business’s drivers you will formulate and action Account Development Plans, through collaborating with and positively influencing all levels of your customer’s organisation.

The right candidate for the role will be adept at managing senior stakeholders, complex service delivery systems, co-ordinating Rackspace and customer teams around complex business and technical situations, always delivering within established timescales and exceeding customer’s expectations. To facilitate strong, personable customer relationships, some travel will be required to customer sites, with occasional international travel.

JOB REQUIREMENTS:

Key Accountabilities

  • Understand and document customer’s business model, plans, applications, infrastructure and support requirements

  • Create Account Development Plans that create win-win situations that strengthen customer’s partnerships with Rackspace

  • Provide strategic and operational guidance that will allow customers to continually optimise their Cloud environments to achieve their business goals and maximise return on investments

  • Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios

  • Drive strong customer satisfaction (NPS) through Fanatical Support

  • Own issues, and escalations and drive collaboration with other teams to find speedy resolutions

  • Support the success and development of others in the team

  • Building strong partnership relationships with customers

  • Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales

  • Schedule customer maintenances and ensure appropriate quality checks have been completed

  • Manage customer projects and oversee implementations for on time delivery

  • Review service failures and produce incident reports when required

  • Validate, negotiate and process service credits

  • Produce and maintain service improvement plans

  • Manage contract renewal negotiations

  • Ensure appropriate documentation is in place for specific support requirements

  • Organise and chair monthly/quarterly service review meetings

  • Identify opportunities for growth and pass leads to a Business Development Consultant

  • Produce ad-hoc reports when required

Qualifications

PERSON SPECIFICATIONS:

  • Previous experience required in a Service Delivery / Technical Account Management role

  • Previous experience required in the IT industry

  • Understanding of IT industry working practices / methodologies

  • Strong customer focus, with an ability to continually anticipate and meet the customers’ needs

  • Excellent execution and operational skills with high levels of accuracy and due diligence

  • Experience in collaborating with customer and internal support teams in a Managed services environment

  • Solid problem-solving abilities coupled with a desire to take on responsibility

  • Strong presentation skills and an ability to develop relationships with customers

  • Excellent verbal and written communication and documentation skills with great attention to detail and accuracy

  • Strong rapport and relationship building skills with both internal departments and external customers

  • A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise

  • Strong Project Management skills

  • Strong negotiation skills

  • A good level of business awareness and commercial acumen

  • Internal Only – you will be operating as a SMB Service Delivery Manager L3+

Desirable

  • Project management qualifications (Prince2)

  • Certification in any of the leading Cloud platforms (Azure, AWS, Google)

  • ITIL Foundation or above

  • Working knowledge of Cloud Services - Compute, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc.

  • Enterprise grade Service Delivery experience

Req # 40161

Category Managed GCP