Customer Success Associate III - IN (Night Shift)

As a Service Delivery Associate at the company, your role involves providing support to Service Delivery Managers in handling customer requests efficiently and ensuring timely resolution. You will work closely with teams of Service Delivery Managers to manage inbound customer requests, route workstreams to appropriate teams, respond to customer needs, and handle clerical and commercial tasks. Your responsibilities include: - Monitoring inbound customer ticket requests and routing them appropriately - Responding directly to customer information requests and specific task responsibilities - Progressing open tickets within agreed time scales to ensure timely response - Proactively taking ownership of customer requests and working on tickets - Identifying common operational issues in support queues and supporting customers to resolution - Identifying areas for improving ticket management efficiency - Escalating support requests according to procedures - Coordinating with Rackspace/Customer support teams to deliver within agreed timescales - Adhering to company security policies and procedures - Utilizing business knowledge, networks, and commercial acumen to see tickets through to completion Key Performance Indicators for your role include ticket workload completion, customer satisfaction based on NPS Ticket score, and performance accuracy measures. You will strive towards achieving a world-class target of 80% for the Net Promoter Score including NPS-T scores. Your role dimensions involve working within the Service Delivery team with no credit sign-off, managing travel and customer entertaining expenditure, and interacting with Support Engineers, Sales, Marketing, and Customers. As a successful candidate, you should possess the following qualifications: - Tenacious problem-solving skills with a commitment to issue resolution - Excellent written and verbal communication skills with attention to detail - Strong rapport and relationship building skills with internal departments and external customers - Business awareness and commercial acumen with understanding of financial terminology - Organizational, time management, and prioritization skills - Creative problem-solving approach - Minimum of 3 years experience in a Service Delivery/Account Management role - Minimum of 3 years experience in the IT industry or good understanding of Internet Technologies - Understanding of IT industry working practices/methodologies (ITIL foundation certification desirable) You will be responsible for policy compliance by adhering to company security policies, procedures, and other relevant standards as directed. As a Service Delivery Associate at the company, your role involves providing support to Service Delivery Managers in handling customer requests efficiently and ensuring timely resolution. You will work closely with teams of Service Delivery Managers to manage inbound customer requests, route workstreams to appropriate teams, respond to customer needs, and handle clerical and commercial tasks. Your responsibilities include: - Monitoring inbound customer ticket requests and routing them appropriately - Responding directly to customer information requests and specific task responsibilities - Progressing open tickets within agreed time scales to ensure timely response - Proactively taking ownership of customer requests and working on tickets - Identifying common operational issues in support queues and supporting customers to resolution - Identifying areas for improving ticket management efficiency - Escalating support requests according to procedures - Coordinating with Rackspace/Customer support teams to deliver within agreed timescales - Adhering to company security policies and procedures - Utilizing business knowledge, networks, and commercial acumen to see tickets through to completion Key Performance Indicators for your role include ticket workload completion, customer satisfaction based on NPS Ticket score, and performance accuracy measures. You will strive towards achieving a world-class target of 80% for the Net Promoter Score including NPS-T scores. Your role dimensions involve working within the Service Delivery team with no credit sign-off, managing travel and customer entertaining expenditure, and interacting with Support Engineers, Sales, Marketing, and Customers. As a successful candidate, you should possess the following qualifications: - Tenacious problem-solving skills with a commitment to issue resolution - Excellent written and verbal communication skills with attention to detail - Strong rapport and relationship building skills with internal departments and external customers - Business awareness and commercial acumen with understanding of financial terminology - Organizational, time management, and prioritization skills - Creative problem-solving approach - Minimum of 3 years experience in a Service Delivery/Account Management role - Minimum of 3 years experience in the IT industry or good under