Success In The Role Requires
A customer focused approach with the desire to exceed expectations
Deadline driven, with the ability to multi-task project and work under pressure
The ability to build strong working relationships with both local and remote teams
Tenacious problem solving skills
Excellent communication skills
A process oriented approach – Identify change
A great level of attention to detail
Implementation Of New Solutions
Ensures smooth transition of new customer between sales and support by participating in sales handover and implementation call
Pipeline and account distribution tracking – attending team meetings
Create implementation documents and organise scheduling of call
Takes detailed notes throughout implementation call
Update internal systems to ensure all relevant information is captured and deployed as part of the build.
Follow up on outstanding action items for the customer and for Rackspace
Track and record progress of implementation
Manage the QC of server builds prior to handover.
Managing Server Builds
Ensure accurate and timely builds of new devices for new and existing accounts
Tracks and record progress of implementation
Communicates expectations between internal teams and provide the Account Team accurate delivery dates.
Acquires additional information that may be needed from Account Team to begin build process
Manages flow of server intensification process within support team, and turns devices over to customer when completed
Update device statuses where a migration may be required
Create billing requests for all Implemented devices
Update internal folders
Update implementation documents in line with process and product changes
Update and create supporting documents
Manage Implementation Team Tickets
Manage your tickets, including status updates, responses etc
Key Performance Indicators
New solutions, upgrades and migrations to be deployed on time
Deployments to be built in the support tool (Core) without error
Supporting the team, updating documents, working on process changes and improvements
Financial (budget, delegated authority etc.)
Non –Financial (number of staff, number of sites)
Portfolio size: N/A
Direct reports: None
Credit sign-off: None
Team Profile: Service Delivery
Internal exposure: Service Delivery, Other Departments
External exposure: Customers
MAIN CONTACTS (external/internal)
Communicate with Team and Manager to provide frequent updates on implementations, upgrades and migrations highlighting concerns and risks to on time delivery.
Support other Implementation Co-Coordinators on their implementations, upgrades and migrations during busy periods.
Help create a positive, energetic and engaging environment for all Rackers.
Customers (Internal Team)
Assist during implementation calls, provide summaries of action items.
Keep Account Teams updated with build progress.
Respond to support requests when needed.
(EMEA & Other)
Able to build strong relationships with other business functions to ensure they deliver the highest levels of support. Able to escalate issues and promote change in business processes to improve quality / efficiency.
Must demonstrate experience with the following:
Previous experience of working in a process-oriented role
Educated to degree level desirable
Industry related technical knowledge advantageous
Detail-oriented with the ability to follow processes and procedures
Desire to uphold Fanatical Support
Strong organizational, time management and prioritization skills, ability to work to deadlines
Excellent communication skills, both written and verbal with great attention to detail
Ability to learn and retain technical knowledge (at a level required in this role)
Ability to adapt to changes in processes and products
Demonstrates tenacity, working to resolve problems and own issues until full resolution
Identify opportunities for improvement within the business processes
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
About Rackspace Technology
We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace Technology
Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.