Develop and maintain strong customer relationships, acting as the main point of contact for assigned accounts
Conduct regular service reviews, including Monthly and Quarterly Business Reviews (MBRs/QBRs)
Monitor service performance and address any issues to ensure SLAs and KPIs are met
Identify customer needs and recommend additional RapidScale solutions to enhance their cloud environments
Work closely with Sales, Support, and Technical teams to improve service delivery and customer advocacy
Advocate for customers internally, ensuring their feedback drives improvements
Manage contract renewals and collaborate on expansion opportunities
Track customer advocacy through surveys and proactively address any concerns

Requirements

Bachelor’s degree in a related discipline and 4 years’ experience in a related field
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
Experience in customer success, account management, or service delivery within a technology environment
knowledge of cloud computing, IT infrastructure, and managed services
Experience managing escalations and improving customer retention
Familiarity with Salesforce, ServiceNow, or similar CRM/ticketing systems

Benefits

flexibility to take vacation with pay
seven paid holidays throughout the calendar year
up to 160 hours of paid wellness annually for their own wellness or that of family members
additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
health care insurance (medical, dental, vision)
retirement planning (401(k))
paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer successaccount managementservice deliverycloud computingIT infrastructuremanaged servicesescalation managementcustomer retention

Soft Skills

customer relationship managementcommunicationadvocacyproblem-solvingcollaboration

Certifications

Bachelor's degreeMaster's degreePh.D.