Jul 2023 – Present · 2 yrs 10 mos · Gurugram, Haryana, India · Remote

• As a Customer Success Associate at Rackspace Technology, I work closely with a diverse portfolio of commercial customers to ensure they derive maximum value from our cloud solutions and services. My role focuses on building strong customer relationships, providing proactive support, and driving customer retention by aligning their business needs with our technology solutions.
• 🔹 Key Responsibilities:
• Serve as the primary point of contact for assigned commercial customers, ensuring seamless communication and issue resolution.
• Collaborate cross-functionally with sales, technical support, and operations teams to deliver tailored solutions that meet customer objectives.
• Monitor customer health scores, usage metrics, and engagement patterns to identify upsell, cross-sell, and risk mitigation opportunities.
• Proactively address customer challenges, provide technical guidance, and facilitate onboarding and adoption of cloud services.
• Conduct regular business reviews to assess customer satisfaction, drive service improvements, and strengthen long-term partnerships.
• 🔹 Key Achievements:
• Played a key role in identifying revenue leakage and saving ~$1Million for the company.
• Successfully contributed to improving customer retention rates through proactive engagement and solution-driven support.
• Recognized for strong problem-solving skills and ability to manage escalations, improving customer satisfaction scores.
• Collaborated in cross-department projects to enhance internal processes and improve overall service delivery.