Role: Customer Success Associate IV-IN Location: Gurgaon Work Mode: Hybrid (twice in a week) Job Profile Summary Provides support to the Service Delivery Managers in our largest customer base ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group. Service Delivery Associates insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience. Service Delivery Associates are responsible for taking ownership of the customer requests with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
Careel Level Summary
Requires advanced skills and expertise in a variety of work processes or activities • Generates new and innovative solutions to complex problems
May act as a lead, coordinating the work of others, but not a supervisor
Works autonomously within established procedures and practices
Anticipates patterns and links; looks beyond the immediate problem to the wider implications
Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.
Key Responsibilities
Monitor inbound customer ticket requests and route appropriately
Respond directly to customer information requests for specific task responsibilities
Monitor and progress open tickets within agreed time scales to ensure customer/internal response receipt
Proactively take ownership and work tickets
Identify common/recurring operational issues in support queues and support customer to resolution
Identify areas in which ticket volumes could be reduced and managed more efficiently through process or management change
Escalates support requests (phone/ticket) according to escalation procedures
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Responsible for adhering to company security policies and procedure as directed.
Utilizing business knowledge, networks and commercial acumen to see tickets through to completion
Ticket workload completed
Customer satisfaction. Based on NPS Ticket score
Performance accuracy measures
Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
Engagement of every customer within their customer base
Ticket and workload management
Knowledge
Advanced understanding of the IT industry and various technologies
Advanced knowledge of the Rackspace product portfolio, servers, and computer hardware
Advanced understanding of Cloud technologies and working practices
Skills
Administrative Skills
AR/Billing Software Tools
Budget Management
Client/Customer Service
Coaching/Counseling
Cost-benefit Analysis
Customer Relationship Management
Data Analysis
ERP Software Skills
Formal Writing Skills
MS Excel Skills
Negotiation Skills
Presentation Building
Process Improvement
Public Speaking
Query Resolution Skills
Revenue Risk Assessment/Identification
Stakeholder Management (external/internal)
Technical Troubleshooting
Education & Experience
Any Full time graduate
4-6 years of work experience in the role duties required
