Customer Success Manager - Norway. at Rackspace Technology

Norway - Remote·1w ago

ManagerFull-time

About the Role

We are looking for a Service Delivery Manager to join our team. This role focuses on managing customer relationships and serving as the interface between customers and our support infrastructure. You will ensure technical, administrative, and specialist support needs are met while maximizing customer satisfaction and identifying business opportunities.

Key Responsibilities

→Build strong partnership relationships with customers
→Manage support requests and coordinate support teams to deliver within agreed timescales
→Schedule customer maintenances and ensure quality checks are completed
→Manage customer projects and oversee maintenance schedules for on-time delivery
→Review service failures and produce incident reports when required
→Validate, negotiate, and process service credits
→Produce and maintain service improvement plans
→Manage contract renewal negotiations
→Ensure appropriate documentation is in place for specific support requirements
→Organize and chair customer meetings
→Produce ad-hoc reports when required
→Adhere to company security policies and procedures
→Identify and assist with coaching and development for team members
→Seek opportunities to drive change and development to products, teams, and processes
→Strive towards a world-class target of 80% for the Net Promoter Score
→Engage every customer within their customer base
→Contribute to install base growth by identifying new business or upgrade opportunities
→Accurately forecast churn and engage managers to avoid defection
→Reduce the risk of churn by ensuring customers are retained in contract
→Control credit memos through good administrative control and negotiation
→Self-initiate to meet objectives
→Arrange and coordinate training and mentoring sessions

Requirements

✓Tenacious problem solver with ownership of issues until full resolution
✓Excellent communication skills, both written and verbal with great attention to detail
✓Strong rapport and relationship building skills with internal departments and external customers
✓Strong negotiation skills with good business awareness and commercial acumen
✓Solid understanding of financial terminology
✓Ability to create wow or delighter moments with customers
✓Strong organizational, time management, and prioritization skills
✓Able to take a creative approach to situations and problem solving
✓Typically 5 years relevant project management, customer service, account management, or sales experience
✓2 years of hosting experience
✓Technical certifications such as ITIL foundation or Prince 2 are desirable but not essential