Rackspace Rackspace Application Services Implementation Leader III or IV in San Antonio, Texas
Overview & Responsibilities
Implementation Leader III or IV, responsible for leading Application Solutions customer implementations of applications management and hosting solutions.
Customers into the Rackspace environment. The role will involve successfully working with onboarding the new Customer, the account management team, deployment partners and all other internal teams involved in the deployment of the Customer’s configuration.
An Implementation Leader is a crucial position in the onboarding process of our new customers while providing a great first impression of Rackspace. While working with the different Functional, Support, and Sales teams to ensure the highest level of accuracy in deployments, an IL is also expected to provide Fanatical Support to both internal and external customers.
As an Implementation Leader, you are expected to apply effective prioritization, organization, communication, and project management techniques to ensure the most efficient and accurate deployment possible. It is your responsibility to keep the new Rackspace customer updated on the status of the deployment via the ticketing system, email and phone.
Bachelor’s degree in related field. At the manager’s discretion, additional experience may substitute for the degree requirement
5 - 10 years of experience in a technology project management or technology customer facing role, including 8+ years of relevant technology project management and business to business service/relationship management experience
Solid understanding of financial terminology and customer’s profitability
Ability to adapt working style and approach to best communicate with various business contacts
3 years relevant hosting experience preferred.
Ability to use professional concepts with a full understanding of industry practices and company policies and procedures.
General knowledge of Networking, Hardware, Software, Product, etc.
Familiarity with ticketing systems
Advanced knowledge of Microsoft Suite
Familiar with Project Management in terms of prioritizing, organizing and getting maximum efficiency out of your day
Extensive knowledge of Rackspace’s portfolio of Products and Services
Extensive knowledge of Hosting solutions and how they work together
Subject matter expert on complex configurations or applications (VMWare, Storage, ERP applications such as Oracle EBS and OBIEE, SAP, and Peoplesoft, Database technologies such as Oracle, MS SQL Server, MySQL, etc.)
Knowledge of how Public Clouds and Private Clouds work and implementation best practices of each, including Amazon AWS, Microsoft Azure, Google Cloud, and hosting within a private data center on-premise environment
Ability to communicate technical information and ideas so others understand both verbally and written
Strong understanding of project management principles. Intermediate knowledge of the project lifecycle.
Familiarity with project planning and support tools such as MS Project, Project Workbench, etc.
Excellent Problem Solver
Ability to lead, perform, document, and communicate Risk Management plans
Ability to Present to Customers & Prospective Customers on the Implementation Process
Understanding of root cause analysis and ability to use RCA process to make quality and process improvements
Ability to develop and teach Brown Bag training for fellow Implementation Leaders
Ability to effectively communicate Rackspace methodology and set deployment expectations with the requirements into the deployment plan
Ability to create clear documentation to account teams when transition new accounts.
Excellent written and verbal communication skills
Creative and collaborative team player
Ability to Prioritize effectively
Strong attention to detail
Ability to multi-task and stay organized
Strong sense of ownership and follow-thru
Ability to respond effectively and with tact under pressure
Capability of working with different levels and types of staff and teams
Act as an example to the team in communicating in a timely and effective manner
Strong sense of urgency and ability to balance customer needs with Rackspace business needs
Intuitive ability to navigate through deployment plans to provide a fanatically successful customer experience
Ability to successfully facilitate internal deployment meetings or calls to align teams
Ability to mentor and develop/train others
Great collaborator with strong negotiating skills
Ability to provide a positive influence – lead the charge in implementing newly adapted processes
Excellent interpersonal relationship skills
Ability to work successfully and promote inclusivity in small groups
Provide performance feedback for team members as appropriate
Foster and promote knowledge exchange
Create an environment that enhances team motivation and success
Ability to handle multiple high-dollar deployments in a high-pressure environment
Maintain spreadsheets and personal workload with little to no supervision
Ability to reset customer expectations
4-year Bachelor's Degree or higher required
Prefer ITIL/SCRUM Certification
Prefer Project Management Professional (PMP) or Certified Scrum Master certification
Req # 40010
Category Customer Relationship & Support