Customer Success Associate III - IN (Night Shift)

Role Overview: You will be providing support to the Service Delivery Managers in the largest customer base, ensuring fast and efficient response and resolution of customer requests. Alongside a team of Service Delivery Managers, you will proactively manage inbound customer requests, route workstreams to the appropriate team, respond directly to customer needs, and handle clerical and commercial tasks on behalf of the Service Delivery group. Your role will involve delivering a fanatical support experience and taking ownership of customer requests to ensure their technical, administrative, and specialist support needs are met. Key Responsibilities: - Monitor inbound customer ticket requests and route them appropriately - Respond directly to customer information requests for specific task responsibilities - Monitor and progress open tickets within agreed time scales - Proactively take ownership of and work on tickets - Identify common/recurring operational issues in support queues and support customers to resolution - Identify areas for improving ticket management efficiency - Escalate support requests according to escalation procedures - Manage support requests and coordinate Rackspace/Customer support teams to deliver within agreed timescales - Adhere to company security policies and procedures - Utilize business knowledge, networks, and commercial acumen to see tickets through to completion - Achieve key performance indicators such as ticket workload completion and customer satisfaction based on NPS ticket score and performance accuracy measures Qualifications Required: - Tenacious problem solver with the ability to own issues until resolution - Excellent communication skills, both written and verbal, with attention to detail - Strong rapport and relationship building skills with internal departments and external customers - Solid business awareness and commercial acumen with understanding of financial terminology - Strong organizational, time management, and prioritization skills - Ability to take a creative approach to problem-solving - Minimum of 3 years of experience in a Service Delivery/Account Management role - Minimum of 3 years of experience in the IT industry or good understanding of Internet Technologies - Understanding of IT industry working practices/methodologies, ITIL foundation certification desirable but not essential Additional Company Details: You will be part of the Service Delivery team, working closely with Support Engineers, Sales, and Marketing departments. The role involves managing travel and customer entertaining expenditure while engaging with customers within your base. As a Service Delivery Associate, you will play a key role in delivering exceptional support experiences and ensuring customer satisfaction. Role Overview: You will be providing support to the Service Delivery Managers in the largest customer base, ensuring fast and efficient response and resolution of customer requests. Alongside a team of Service Delivery Managers, you will proactively manage inbound customer requests, route workstreams to the appropriate team, respond directly to customer needs, and handle clerical and commercial tasks on behalf of the Service Delivery group. Your role will involve delivering a fanatical support experience and taking ownership of customer requests to ensure their technical, administrative, and specialist support needs are met. Key Responsibilities: - Monitor inbound customer ticket requests and route them appropriately - Respond directly to customer information requests for specific task responsibilities - Monitor and progress open tickets within agreed time scales - Proactively take ownership of and work on tickets - Identify common/recurring operational issues in support queues and support customers to resolution - Identify areas for improving ticket management efficiency - Escalate support requests according to escalation procedures - Manage support requests and coordinate Rackspace/Customer support teams to deliver within agreed timescales - Adhere to company security policies and procedures - Utilize business knowledge, networks, and commercial acumen to see tickets through to completion - Achieve key performance indicators such as ticket workload completion and customer satisfaction based on NPS ticket score and performance accuracy measures Qualifications Required: - Tenacious problem solver with the ability to own issues until resolution - Excellent communication skills, both written and verbal, with attention to detail - Strong rapport and relationship building skills with internal departments and external customers - Solid business awareness and commercial acumen with understanding of financial terminology - Strong organizational, time management, and prioritization skills - Ability to take a creative approach to problem-solving - Minimum of 3 years of experience in a Service Delivery/Account Management role - Minimum of 3 years of experience in the IT industry o