Rackspace Manager - Fanatical AWS Support (1st Shift) in San Antonio, Texas
Overview & Responsibilities
Rackspace is seeking a customer obsessed Technical Support leader to join the Fanatical Support for AWS Team. As a business unit we are responsible for unleashing our established brand of Fanatical Support to the AWS platform. Designing and enabling new and innovative ways of delivering managed services to our customers. A team where disruptive items are cultivated, taken from inception to a state of 1st Shift Technical Support function in two different aspects – you’ll need to continue to build and scale the business at the same time as running the business for the existing customer base. You will join a cross-functional leadership team and are expected to have the range in skillset to engage with the end-to-end customer journey – from pre-sale all the way through to BAU support.
The main focus of the role is to take responsibility for the support function, which forms part of our Fanatical Support for AWS support operation. You will provide leadership and direction to the local team, as well as partner with global support leaders on setting standards for operational discipline. The team is growing rapidly so operating at scale is a key requirement. You will be expected to evolve the existing operating model to better cater for scale and drive ever increasing value into our customers.
Being successful in the role requires:
Ability to influence the business both locally and on a global stage.
Robust knowledge of the AWS platform and public cloud industry – to the extent where you can design build and run a world class managed services offering.
Experience in building technical teams and scaling them to service thousands of customers.
Passionate management and coaching of the frontline staff and managers.
Creating a work environment and atmosphere that engages and delights both Rackers and customers.
Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities.
Proficient at making business cases for change and / or investment.
Set and execute in-region technical support strategy for Fanatical Support for AWS.
Align with the Global AWS Support function and influence leadership with key decisions.
Act as a conduit for the wider International Technical Support business.
Recruit, manage and develop exceptional talent into the team.
Build and maintain a system for creating world class experts on the AWS platform.
Design and implement operating models that enable the AWS support function to scale in a hyper growth climate.
Manage and improve key performance indicators that cater for customer satisfaction, execution quality, responsiveness and rigour.
Take ownership of driving complex client escalations through to conclusion with high degree of client satisfaction.
Working directly with finance to secure and agree departmental budgets, with successful management of budget performance (travel, training, expenses, tools and headcount).
Key Performance Indicators
KPIs related to your people:
All reports consistently achieving performance KPIs or undergoing development plans.
Objectives and development plans in place for all reports, for continued improvements and levels of technical expertise.
Successful on-boarding and development through probationary periods.
Objectives for engagement surveys and follow up sessions.
Effective training and enablement plans for department.
KPIs related to your function:
Customer satisfaction measured through NPS, targets set quarterly.
Attainment of SLA commitments to customers, targets set quarterly.
Customer growth measured as materialized net revenue, targets set monthly.
Management of department efficiency, reporting and management of the cost to serve.
First and foremost, you are customer obsessed. With demonstrable examples of working vigorously to earn customer trust, building teams who have an embedded customer first mindset.
You must have a detailed understanding of the Cloud (IaaS and PaaS) industry and associated technologies. Ideally you are well versed with the AWS platform, it’s partner ecosystem, and our competitive landscape. The technology discipline in question should not be alien to you.
You have experience building similar teams through periods of intense growth.
You are a well-rounded technical leader with a blend of business and technical acumen.
You work best in an environment of rapid change and are comfortable operating with autonomy.
You demonstrable the ability to set, communicate and execute a strategy.
Building compelling business cases, influencing leaders and presenting to external customers should be familiar to you.
Deep understanding of Service Management best practices frameworks such as ITIL
Demonstrable examples of implementing DevOps best practices and principals.
Significant exposure to operational management within a mission critical environment.
Proven management experience and ability to coach senior experienced team members.
The ability to engage and motivate staff and provide cross functional collaboration across all departments.
Req # 35093
Location(s) US-TX-San Antonio
Category AWS, Customer Relationship & Support, Leadership