Rackspace Director of Fanatical Support - Mexico City in Mexico City, Mexico
Overview & Responsibilities
PRIMARY RESPONSIBILITY: Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to large, complex clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non‑standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
KNOWLEDGE/SKILLS/ABILITY: . Invaluable knowledge of all facets of customer retention (CRM). Invaluable knowledge in finding a resolution to a customer’s concerns and defining and developing a customer contact strategy. Invaluable knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Expert knowledge in developing customer service department procedures.Show outstanding presentation, written and verbal skills for report writing and marketing and PR copy . Invaluable Knowledge of operating systems and hosting infrastructure desirable. Effectively work with a wide variety of people including frontline staff, leadership, customers and external organizations. High level organizational skills. Able to procure and co-ordinate business intelligence to gain insight and help achieve company objectives. Able to analyze and interpret the implications of research for using in an accessible format for staff at all levels of the organization. Able to develop training programs and provide coaching and guidance on a one-to-one level. Exceptional people skills; the ability to engage and motivate staff. Detailed knowledge of research methods coupled wit a good knowledge of data analysis. Ability to communicate technical info and ideas so others will understand. Ability to make appropriate decisions considering the relative costs and benefits of potential actions. Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations. Ability to coach and motivate less experienced team members to achieve their goals. Ability to establish a long term vision and execute it. A demonstrated ability to think globally and address issues locally while motivating a team to act with speed, commitment, and consistency. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.
JOB COMPLEXITY: Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the functional area, business strategies, and the company’s goals. Create and maintain an effective management team. Strategic direction for the team in line with company business needs. Systems architecture review and improvements. Process review and improvements. All products fully supported in line with Rackspace standards. Industry recognized standards. Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters. Develops corporate and/or organizational policies and authorizes their implementation. Detailed knowledge of company allows for innovative concepts and promoting new ideas. Provides direction to senior managers in various areas, groups, and/or operations. Recognized as an influential leader. Influences policymaking. Erroneous decisions will have a long-term effect on the company's success. Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters. Influences policymaking.
EXPERIENCE/EDUCATION: At least 6 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service. A minimum of 2 years creating and delivering a service excellence strategy in a successful service oriented organization. Experience of effectively dealing with high level escalations and customer complaints. Experience of developing customer and employee intelligence strategies and utilizing the findings to enhance service delivery. Extensive experience presenting and representing the organization to a variety of national and international audiences. A minimum of 4 years managing people. A strong background in account management or demonstrative hosting-specific technical skills. Customer relationship management. Mentoring, coaching and training. Exceptional communications skills, written and interpersonal. ITIL Certification preferred. Demonstrated excellence interpersonal skills to liaise, network and benchmark performance. Demonstrated ability to consistently provide FANATICAL support.
Req # 35083
Location(s) MX-HID-Mexico City