Client Performance Manager III (RapidScale) 2 Locations

Company

Cox Communications, Inc.

Customer Care Group

Client Performance Manager III

Individual ContributorHybrid - Ability to work remotely part of the week

No

Day

Compensation

Compensation includes a base salary of $77,800.00 - $116,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

The Service Delivery Group at RapidScale provides strategic oversight to our customers, helping them achieve the greatest possible benefits from our products and services. The Client Performance Manager (Service Delivery Manager) plays a critical role in driving customer success by helping a designated set of customers identify and realize meaningful business outcomes. Acting as a trusted advisor, the Client Performance Manager proactively addresses challenges, ensures stakeholders are informed, and escalates issues as necessary. Success in this role will be measured by customer retention, satisfaction, and the identification of growth opportunities.

We are seeking talented, curious, and proactive individuals with strong relationship-building, discovery, and communication skills. The ideal candidate will have experience managing customers, navigating escalations, and creating processes. The candidate must also understand the nuances of Managed Service Provider (MSP) operations and collaborate with various internal teams. If you thrive in dynamic environments, are adaptable, and enjoy solving complex problems, you will find this role rewarding.

Role Responsibilities: 

• Customer Advocacy: Act as a customer advocate by collaborating with support and engineering teams, ensuring customer feedback is used to inform RapidScale’s service and technology roadmaps.
• Escalation Management: Collaborate with management to develop an engagement model for at-risk clients. Work with escalated customers to understand and resolve pain points.
• Service Disruption Reviews: Conduct detailed reviews of service disruptions, offering analysis and metrics to improve service delivery.
• Sales Collaboration: Partner with Sales to support the commercial relationship by providing insights into customer needs and identifying expansion opportunities.
• Service Visibility: Provide customers with regular reporting, notices, and guidance around their RapidScale services to enhance transparency and decision-making.
• Customer Health Monitoring: Use internal tools to monitor the health of customer relationships and services, addressing potential risks proactively.
• Executive Engagement: Engage with Director and C-Level executives at client organizations to understand their business needs and identify growth opportunities.

QUALIFICATIONS:

Minimum

• Bachelor’s degree in a related discipline and 4 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 8 years’ experience in a related field.

• Proven track record of managing customers and escalations.
• Experience working with networking solutions, such as SD-WAN, managed firewalls, switches, and access points.
• Experience in managed services support teams.
• Knowledge of compliance and security standards within enterprise IT.
• Excellent customer relationship management and collaboration skills.
• Strong written and verbal communication skills, including experience leading groups and presenting to executives.
• Ability to travel to client locations as needed.

Preferred

• Two years of experience working with Gainsight or similar Customer Success platforms.
• Ability to understand relationships between business services, information systems, and global infrastructure assets.
• Familiarity with IT management frameworks (e.g., ITIL).
• Certification or experience in project management methodologies (e.g., PMP, PRINCE2).

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Application Deadline: 12/05/2024