The Director of Client Services is ultimately responsible for leading, facilitating and improving our capability to support the delivery of Fanatical Support to our customers. The role has responsibility for the management of revenue into the business from point of sales order to invoicing online customer solutions. This role requires the demonstration of leadership and engagement of Rackers, innovative thinking, complex problem solving both internal and up to and including C level relationships with customers. This role requires the ability to manage and close escalations with customers, build lasting and profitable relationships against a set of key performance indicators. This is a growth segment within the business and as such the role will require a go to market thinker and executor coupled with the capability to lead and manage through change.
Key Accountabilities
Lead the customer experience strategy via the teams to achieve Rackspace’s objectives including Install Base Growth, NPS, loyalty, profit and Racker engagement.
Lead and manage the Service Delivery team within a segment that includes all measures of customer growth, loyalty, profits and Racker engagement.
Support the implementation team and drive the customer onboarding process and experience
Resource, manage and develop technical and non-technical Rackers whilst maintaining the Rackspace culture
Coach teams on how to apply industry best practices during customer consultations
Work with the Support leadership team to design innovative approaches and implement process changes to underpin contractual SLAs with the Enterprise customer base and implement additional SLA’s where applicable
Setting team targets whilst managing and monitoring performance accordingly
Building a scalable and efficient organization that reduces our cost to serve our customers
Reviewing service breakdowns to implement process improvement opportunities
Leading Senior Managers and Managers to troubleshoot areas of poor performance and identify strategies/solutions to resolve both immediate and long term issues.
Acting as the final escalation point for customer and staff issues
Managing SLAs and implementing process change to underpin contractual SLAs
Drive strategic change and innovation initiatives
Succession planning throughout the department
Work in close collaboration with all other functional Support leaders
Be a collaborative partner with other departments in the UK and US to deploy and optimize new service solutions to achieve growth targets
Qualifications
PERSON SPECIFICATION:
Deep Understanding of Managed Services Sector
Track record in delivering on a customer service model with exceptional results
Great understanding of the IT industry and various technologies
Significant operational management experience within a mission critical environment
Effective trouble shooting and analytical skills and ability to manage complex & technical projects
Effective cost center management and budgetary control
Compelling business case formation and follow through
Strong negotiation skills with suppliers and customers
Ability to meet challenging targets within tight deadlines
Proven track record of leading change and meeting strategic objectives
A great attitude with internal customers and external parties, excellent written, verbal, and communications skills
Ability to inspire and motivate others
Strong attention to data, evidenced results and the management of data reporting to board level
EXPERIENCE:
Solid technical management experience responsible for large teams with diverse skill set
Excellent understanding in various technologies especially mission critical environments
Track record in delivering on a customer service model with exceptional results
Track record of growing functional capability in line with business plans
Has led large scale customer accounts internally and externally facing
Leader of people with demonstrable experience of leading through change whilst maintaining engagement
Operated with C level customer engagements
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