The Customer Success Associate II provides support to the Customer Success
Managers in our largest customer base ensuring fast and efficient response and
resolution of customer requests. Working alongside teams of Customer Success
Managers the Customer Success 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 Customer Success group. Customer Success Associates ensure fast response
to inbound customer requests, drive efficiency in Customer Success tasks and
processes, delivering a fanatical support experience. Customer Success
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.





Please submit your resume in English to be considered for this role. Interviews
will be held in English and Spanish.

Work Location: México

Remote for candidates who live in the following locations only: Ciudad de
México, Estado de México, Jalisco, Reciente Leon, Aguascalientes, Querétaro, and
Puebla.

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
* Manag

📌 Customer Success Associate II (México)
🏢 Rackspace Technology
📍 México