Senior Engagement Manager
Rackspace
We're looking for a Senior Engagement Manager, located in Australia who will be responsible for managing aspects of our relationship with its Elastic Engineering customers. You must possess customer-facing skills that enable you to represent us well within a customer’s environment, and drive discussions with senior personnel regarding work prioritization, incidents, trade-offs, best practices, and risk management. The right candidate measures important performance indicators and is data-driven.
If you get a thrill out of working with cutting-edge technology and love to help solve customers’ problems, we’d love to hear from you. It’s time to rethink what is possible. Are you ready?What you'll be doingManaging customers, aligning business objectives with coordinated service deliveries, and ensuring that our customers maximize the value they are seeing from their investment.Acting as the primary point of contact for one or more customers helping to plan as well as oversee ongoing operations of our service delivery.Working with the customer, by utilizing your project management skills, to put together on-boarding schedules and tasks.Providing guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.Travel to the customer site at least two days a week in SydneyQualifications & ExperienceAt least 7 years of relevant direct customer support experienceAt least 3 years of experience in a tech industry role performing project management using PMI best practices and/or Agile Scrum methodologiesKnowledge of cloud technologiesAbility to handle multiple competing priorities in a fast-paced environmentSome experience in writing operating proceduresExperience in setting and managing client expectationsStrong verbal and written communication skillsSolid experience in filtering and providing data and reports to customers, utilizing PowerPoint and ExcelAbility to understand technical problems and translate between non-technical and technical teamsDemonstrated customer focus and advocacyBachelor's degree preferred
If you get a thrill out of working with cutting-edge technology and love to help solve customers’ problems, we’d love to hear from you. It’s time to rethink what is possible. Are you ready?What you'll be doingManaging customers, aligning business objectives with coordinated service deliveries, and ensuring that our customers maximize the value they are seeing from their investment.Acting as the primary point of contact for one or more customers helping to plan as well as oversee ongoing operations of our service delivery.Working with the customer, by utilizing your project management skills, to put together on-boarding schedules and tasks.Providing guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service.Travel to the customer site at least two days a week in SydneyQualifications & ExperienceAt least 7 years of relevant direct customer support experienceAt least 3 years of experience in a tech industry role performing project management using PMI best practices and/or Agile Scrum methodologiesKnowledge of cloud technologiesAbility to handle multiple competing priorities in a fast-paced environmentSome experience in writing operating proceduresExperience in setting and managing client expectationsStrong verbal and written communication skillsSolid experience in filtering and providing data and reports to customers, utilizing PowerPoint and ExcelAbility to understand technical problems and translate between non-technical and technical teamsDemonstrated customer focus and advocacyBachelor's degree preferred
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