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Team Lead, Fanatical Support - Government Services

Company: Rackspace
Location: Reston
Posted on: February 15, 2019

Job Description:

Rackspace is seeking a Team Lead, Fanatical Support in our Government Services department in Reston, Virginia.

PRIMARY RESPONSIBILITY:


  • Provides leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
  • Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
  • Liaises between customers and manufacturing, sales, order processing and accounting to resolve status, production, delivery and billing inquiries.
  • Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved.
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.


    KNOWLEDGE/SKILLS/ABILITY:


    • Strong knowledge of all facets of customer retention (CRM).
    • Strong knowledge in finding a resolution to a customer's concerns and defining and developing a customer contact strategy.
    • Strong knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements.
    • Specialist product knowledge in support of Rackspace standards.
    • Outstanding communication skills; written, oral and presentation.
    • Ability to communicate technical info and ideas so others will understand.
    • Exceptional people skills; the ability to engage and motivate staff.
    • Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
    • Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
    • Ability to coach and motivate less experienced team members to achieve their goals.
    • Ability to successfully work and promote inclusiveness in small groups.
    • Ability to provide FANATICAL support.


      JOB COMPLEXITY:


      • Manages a team of customer facing Rackers.
      • Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.
      • Workflow management and prioritization.
      • Responsible for minimizing downtime via proactive technical intervention.
      • Ensure all business processes are followed.
      • Rapid and effective fault fix activity, proactive recommendations of systems architecture review and improvements.
      • Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives.
      • Erroneous decisions will have a serious impact on the overall success of functional, division or company operations.
      • Regularly interacts with executives and/or major customers.
      • Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.


        SUPERVISION:


        • Provides direct supervision to individual contributors.
        • Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.
        • Provides mentoring and training to direct reports..


          EXPERIENCE/EDUCATION:


          • At least 4 years of Operational Management experience within a mission critical environment, committed to providing FANATICAL customer service.
          • A strong background functional area.
          • Drive to succeed.
          • Demonstrated ability to consistently provide FANATICAL support.
          • High school diploma or equivalent required.


            PERSON SPECIFICATION:


            • Must be able to pass a Public Trust background check at hire.
            • Must be a U.S. Citizen.
            • May require further DOD security clearance.


              #LI-SR1

              Keywords: Rackspace, Reston , Team Lead, Fanatical Support - Government Services, Government & Protective Services , Reston, Virginia

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