Senior Manager, Enterprise Customer Growth - East (Remote Based) at Rackspace, Inc. in Atlanta, Georgia

Job Description:

Senior Manager, Enterprise Customer Growth for the East*This role is Remoted-based in region
Job Family SummaryProvides leadership and direction for the proactive, programmatic and long-term vision of the Enterprise customer's journey with revenue growth, value creation, profit, and retention at the core of that journey.This includes growing and refining a best in class Customer Growth framework including revenue expansion, customer strategic planning & QBRs, contract renewals, solution adoption, solution expansion, and relationship management standardization & optimization. Manages all facets of customer growth and retention, including participating in the resolution of customer concerns and supporting revenue growth and customer expansion proposals. Defines and develops a customer growth and contact strategy. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.Career Level Summary* Provides leadership to managers and professional staff* Is accountable for the performance and results of multiple related teams* Develops functional area plans, including business, production and/or organizational priorities* Decisions are guided by resource availability and organizational objectives Critical Competencies* Customer Knowledge: Demonstrates knowledge of customer's organization structure, business strategy and challenges, product/service offerings, key leaders and industry.* Relationship Management: Cultivates business relationships, partnerships and alliances internally, externally and virtually.* Strategic Sales Planning: Creates competitive and breakthrough sales strategies and plans, anticipating future consequences and trends accurately.* Negotiation and Influence: Engages in discussion to reach an agreement and create outcomes, affecting the action, behaviors, or opinions of others.* Technical Knowledge of Products: Leverages technical knowledge of products to meet customer needs and understands market segments as well as market data trends.* Systems Thinking: Takes a whole systems approach to analyze business issues and implements holistic solutions, ensuring that linkages between structure, people, process and technology are made.Key Responsibilities* Drive Customer Growth team to develop and maintain strong senior-level relationships/partnerships with customers [stakeholders and executive sponsors] to ensure alignment to business needs* Provides operational direction to team in alignment with revenue growth goals and objectives* Collaborates with leaders and peers to review and improve the framework and processes for Customer Growth and Success Management, including planning and execution of regular and appropriate strategically focused revenue growth plays, Executive Business Reviews [QBRs], contract renewals, retention plays, expansion plays, and customer advocacy* Responsible for developing and providing leadership to a team, including quarterly productivity reviews, product knowledge reviews, goal and forecasting advising and review, and account growth plan reviews* Drive growth strategies by creating a culture where Customer Growth teams are naturally driven to grow their business through cross-selling and upselling, including value added services; facilitates support and professional service activities to maximize revenue growth* Assist with sales activities as needed; identifies and capitalizes on development opportunities for sellers through sales interactions* Assist with customer success activities as needed; identifies and capitalizes on development opportunities for customer success managers through customer interactions* Collaborate with leadership and peers to ensure development of cost savings and performance improvement initiatives, aligned with strategic plans and key initiatives* Work cross-functionally across internal customer growth and support organizations to deliver Fanatical Experience and ensure high marks for customer satisfaction* Lead projects that require collaboration with internal stakeholders and functional segments to improve the customer experience and growth journey throughout the customer lifecycle and drive operational efficiencies* Advocate for client IT requests and ongoing strategic development of IT roadmap* Maintain an understanding of all aspects of solutions & services supporting Customer Growth* Provide input to leadership regarding customer growth and support strategy for the functional unit* Collaborate with peers to develop and deliver processes for executing strategy within customer growth podsPerson SpecificationKnowledge* Advanced knowledge of all facets of customer growth and retention* Advanced knowledge in professional sales training and sales process* Broad knowledge of the IT industry, general business operations, the customer growth function and how it interacts within the overall organization* Strong product knowledge in support of customer segment and Rackspace standards* Advanced knowledge in finding a resolution to a customer's concerns* Applies knowledge of key business drivers and the factors that maximize functional area performanceSkills* Advanced skills in defining and developing a customer contact and growth strategy* Advanced attention to detail* Advanced capabilities in analyzing operational processes and procedures and performing training needs assessments for identifying opportunities for customer relationship and growth improvements* Exceptional people skills; the ability develop, mentor, engage and motivate staff to excellence directly and through others* Ability to manage and drive accountability in people managers and through indirect leadership relationships* Advanced communication skills: verbal, written, interpersonal, and presentation* Excellent time management, decision-making, and organization skills* Ability to develop and communicate individual goals and executable tasks based on functional and strategic goals and objectivesEducationRequired* Bachelor's Degree in Business, Marketing, Sales, or field related to roleCertifications* NoneExperienceRequired* 13-15 years of relevant experience with customer relationship and growth* Experience as an individual contributor operating with customers in the Enterprise segment* A minimum of 5 years of experience in people management, including experience equivalent to the level of a Senior Manager, Midmarket Customer Growth* Experience successfully delivering customer outcomes that include revenue or solution expansion targets* Experience cultivating and nurturing customer relationships based on service excellence* Experience leading projects or programs driving operational efficiency* Experience delivering against a sales or revenue growth quotaSenior Manager#LI-LAF


About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world's leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.More on Rackspace TechnologyThough we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.