Job Summary: Rackspace is looking for a Customer Success Manager I to join our team. This role owns the relationship held with key LATAM customers and serves as an interface between the customer and the Rackspace support infrastructure to ensure the customer’s technical, system administration, and specialist support needs are met. Owns customer issues from identification to resolution and ensures customers consistently experience and know the value of Fanatical Support. Maximizes the strength of the customer relationship by building a solid rapport with stakeholders in both the client and Rackspace organization, identifying and taking advantage of sales, networking, and PR opportunities, and managing difficult situations to ensure that Rackspace’s reputation of Fanatical Support is upheld. Owns customer requests for component upgrades, new build agreements, and contract renewals. Partners with Sales to identify, research, and execute on opportunities to leverage the Rackspace product portfolio and to grow customers’ footprint. Develops and manages Strategic Account plan(s)



for assigned accounts, including P&L;/financials. Work Location: Onsite in Mexico City, MX (Polanco)
Key Responsibilities
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- Provides strategic leadership and direction for the delivery of pre-and post-sales services and support to 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, and 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, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
- Reviews SLA claims.
- Develops and manages responses, ensuring custome

📌 Customer Success Manager I (Ciudad de México)
🏢 Rackspace
📍 Ciudad de México