Technical Account Manager
(Cloud Infrastructure, AWS, Azure, ITIL, ITSM)
FUNCTION: Partner Cloud
JOB FAMILY: Service Delivery
Working with pre-sales architects, sales, and support you will be the owner of the relationship between Rackspace and their portfolio of Cloud customers.
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.
o Understand and document customer's business model, plans, applications, infrastructure and support requirements
o Create Account Development Plans that create win-win situations that strengthen customer's partnerships with Rackspace
o 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
o Help customers transition their applications into the cloud through detailed planning and migration support for moving legacy application portfolios
o Drive strong customer satisfaction (NPS) through Fanatical Supporto Own issues, and escalations and drive collaboration with other teams to find speedy resolution
o Previous experience required in a Service Delivery / Technical Account Management roleo Previous experience required in the IT industry
o Understanding of IT industry working practices / methodologies
o Strong customer focus, with an ability to continually anticipate and meet the customers' needs
o Excellent execution and operational skills with high levels of accuracy and due diligence
o Experience in collaborating with customer and internal support teams in a Managed services environment
o Solid problem-solving abilities coupled with a desire to take on responsibility
o Strong presentation skills and an ability to develop relationships with customers
• 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
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world's best technology services company.
More on Rackspace
Rackers aren't all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker - a valued member of a winning team on an inspiring mission - is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.