• Provides strategic leadership and direction for the delivery of pre- and post-sales services, ongoing support for customers, as well as strategic planning • Manages all facets of customer retention such as participating in the resolution of customer concerns, defining and developing a customer contact strategy and growth plans.• Analyses operational processes, escalation procedures and performs assessments to identify opportunities for service delivery improvements and value add to the customer/clients.• Develops efficient service delivery procedures t• Confidently liaises between departments to resolve status, production, delivery and billing inquiries.• Develops and manages responses, ensuring customer service with speed and accuracy

Rackspace