Provides leadership and direction for the proactive, programmatic, and long-term vision of the Commercial 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.
Manages professional employees and/or team leads.
Has accountability for the performance and results of a team within own area of specialty.
Adapts functional area plans and priorities to address resource and operational challenges.
Provides technical guidance to employees, colleagues, and/or customers.
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 the 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 plans, expansion plans, 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 the 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.
Strong skills in defining and developing a customer contact and growth strategy.
Strong 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 to develop, mentor, engage and motivate staff to excellence.
Strong 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 objectives.
5+ years of relevant experience with managing customer relationships and growing accounts.
Experience supporting customers and selling services including but not limited to Public Cloud (AWS, Azure, GCP), Private Cloud, Cybersecurity, ERP applications (Microsoft 365, Oracle, SAP), and Data/BI.
Experience working with customers in the Mid-Market or Enterprise segments.
Experience successfully delivering customer outcomes that include revenue growth and customer solution and footprint expansion targets.
Experience indirectly leading teams or guiding/mentoring less experienced resources.
Experience delivering against a sales or revenue growth quota.
Bachelor's Degree in Business, Marketing, Sales, or field related to the role.
Ability to travel upwards of 25%.
Candidate must have the unrestricted right to work in the US without requiring sponsorship.
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.