Rackspace Us Inc.

Rackspace Us Inc.

Healthcare Customer Success Manager V - US Remote

US-Work from Home

Sponsorship not specifiedDetected 8 days ago
AuditingCustomer SuccessCustomer SupportEpicEHR/EMRProblem Solving

About the role

  • Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s).
  • Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
  • Solves unique problems that have a broad impact on the business

Responsibilities

  • Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).
  • Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.
  • Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.
  • Supports Client Executives in the preparation and facilitation of customer visits
  • Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.
  • Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.).

Requirements

  • High School Diploma or regional equivalent required
  • Bachelor's Degree required, preferably in field related to role.
  • At the manager's discretion, additional relevant experience may substitute degree requirement
  • 14 years of experience in the field of role required
  • It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

Nice to have

  • ITIL certification preferred.

Skills

  • Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
  • Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Compensation

  • The compensation range for this position ranges from $132,149.00/year in our lowest geographic market up to 193,856.30 USD/year in our highest geographic market.

Benefits

  • The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP).

Company info

  • We are the multicloud solutions experts.
  • Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.
  • and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.
  • Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective
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This listing is sourced directly from Rackspace Us Inc.'s careers page and normalized into a canonical job model.