Service Delivery Managers are responsible for taking ownership of the relationship held 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.
Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspaces reputation for Fanatical Support is upheld.
Service Delivery Managers maintain direct contact with customers before and/or after the sale.
They support the sales team by developing and maintaining positive customer relations with clients, which can substantially affect service and/or product revenue.
Pre-sale : Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.
Post-sale : Responds to customer inquiries. Resolves production issues and/or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production schedules; and recognizes add-on business opportunities.
Directly responsible for the ownership of customer relationship
Managing technical support requests, co-ordinating internal and external support teams to deliver within agreed timescales
Maximise the strength of the customer relationship by building a solid rapport with contacts within the client organization
Implementing and executing account development plans
Producing and maintaining service improvement plans
Reviewing service failures and producing incident reports and root cause analysis
Management and negotiation of customer contract renewals
Recognise opportunities for business growth and interfacing with Business Development Consultants and Solution Engineers
Competent knowledge of full product range and services available across Cloud and Dedicated platforms
Demonstrating the ability to resolve a wide range of issues in imaginative and resourceful ways that is both beneficial to the customer and Rackspace
Validating, negotiating and processing service credits
Organizing and chairing customer meetings, Data Centre tours and Strategic Account Reviews
Managing customer projects and overseeing maintenance schedules for on time delivery
Working towards delivering on KPIs, including net promoter survey scores/responses, contract renewals, account retention, credits and customer meetings.
Scheduling customer maintenances and ensuring appropriate quality checks have been arranged and completed
Ensuring appropriate documentation is put in place for specific support requirements i.e. Device/Account level instructions
Key Accountabilities :
Building strong partnership relationships with customers
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales
Schedule customer maintenances and ensure appropriate quality checks have been 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 i.e. Device/Account level instructions
Organize and chair customer meetings
Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
Produce ad-hoc reports when required i.e. MAR,SIR
Responsible for adhering to company security policies and procedure as directed.
Identify and assist with coaching and development for team members
Key Performance Indicators:
Strive towards a world class target of 80% for the Net Promoter Score including NPS-T scores
Engagement of every customer within their customer base
Contribute to install base growth by identifying new business / upgrade opportunities
Accurately forecast churn and engage managers / business development consultants to avoid defection
Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy
Control credit memos through good administrative control and negotiation on service failures
Self-initiated to meet objectives
Arranged and co-ordinates training and mentoring sessions
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