Customer Success Associate Role

New

Skills

Account manager Business Communication Cloud Computing Communication Creative Problem Solving Time Management

This Customer Success Associate position is focused on delivering exceptional service and support to our largest customer base during the India third shift (6:30 pm IST to 3:30 am IST). You will work closely with Service Delivery Managers, proactively managing inbound customer requests, routing queries, and ensuring timely, accurate resolutions. Your role is pivotal in maintaining high customer satisfaction and streamlining support operations within a cloud-driven IT environment.

Key Responsibilities

Monitor and route inbound customer ticket requests efficiently.
Respond directly to customer information requests and manage assigned tasks.
Proactively own and resolve support tickets within agreed timeframes.
Identify and address recurring operational issues and escalate as needed.
Coordinate with Rackspace and customer support teams for seamless service delivery.
Ensure strict adherence to company security policies and procedures.
Utilize business knowledge and commercial acumen to drive ticket resolution.

Required Skills & Qualifications

Minimum 3 years' experience in Service Delivery or Account Management roles.
At least 3 years' experience in the IT industry or strong understanding of internet technologies.
Mandatory cloud knowledge; ITIL Foundation certification is a plus.
Exceptional written and verbal communication with strong attention to detail.
Proven problem-solving abilities and ownership mindset.
Excellent organizational, prioritization, and time management skills.
Strong business awareness, commercial acumen, and financial understanding.
Demonstrated ability to build rapport with internal and external stakeholders.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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