Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Client Performance Manager IV

Management Level

Manager - Non People Leader

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $88,300.00 - $147,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

RapidScale is one of the fastest-growing Managed Cloud Computing companies in the industry, recognized for delivering world-class products and services across the U.S. As a leader in AWS, Azure, Google Cloud, AI, and virtual desktop services, RapidScale provides cutting-edge cloud solutions to businesses of all sizes. Our Managed Cloud Services portfolio includes Infrastructure as a Service (IaaS), Disaster Recovery as a Service (DRaaS), Unified Security Management, Hosted Exchange, and Microsoft Office 365 services.

The Service Delivery Group at RapidScale provides strategic oversight to our customers, helping them maximize the benefits from our solutions. The Team Lead of Senior Service Delivery will lead a team of Senior Service Delivery Managers (Sr. SDMs), ensuring customer success across different stages of their lifecycle from onboarding to renewal. Sr. SDMs lead operational integration between RapidScale and their customers and manage the customer relationship during the steady-state phase, acting as trusted advisors to monitor and enhance client satisfaction, resolve escalations, and identify growth opportunities.

A critical aspect of this role is providing guidance to Sr. SDMs as well as other internal support teams to address customer needs by enhancing communication, improving process, and resolving escalations to ensure the long-term retention and growth of our customers.
•    The Team Lead will report to the Senior Manager
•    This is a manager track position

Key Responsibilities:
•    Strategy Development: Collaborate with senior leadership to develop processes and strategies for customer relationship management and implementation.
•    Team Leadership: Manage and mentor a team of Sr. SDMs to monitor client health, forecast renewals or potential churn, and optimize engagement processes. 
•    Backlog Prioritization: Oversee and prioritize the backlog of customer projects and service improvements, ensuring that customer onboarding and business expansion are prioritized and executed effectively.
•    Customer Advocacy: Act as a customer advocate by liaising with support and engineering teams, providing feedback to inform product and service roadmaps.
•    Sales Support: Collaborate with the Sales team to support commercial relationships by providing insights on customer needs and identifying expansion opportunities.
•    Service Reviews: Conduct detailed reviews of service performance, including post-incident reports and metrics related to disruptions.

QUALIFICATIONS (Minimum):
•    Bachelor’s degree in a related discipline with 6+ years’ experience, or equivalent experience (Master’s degree and 4+ years, or 10+ years of direct experience).
•    Proven track record managing teams of SDMs, CSMs, or related roles.
•    Experience with AWS, Azure, or GCP platforms.
•    Experience in managed services operations and support teams.
•    Ability to think strategically about business, product, and technical challenges.
•    Knowledge of compliance and security standards within enterprise IT environments.
•    Strong customer relationship management, collaboration, and communication skills.
•    Exceptional written and verbal communication skills, including leadership of group meetings and executive-level presentations.
•    Proven ability to work creatively and analytically to meet customer needs.
•    Ability to travel as required. (5%)

Preferred
•    Ability to understand the relationships between business services, information systems, and infrastructure assets.
•    AWS or Azure Associate certification is strongly preferred
•    Familiarity with IT management frameworks (e.g., ITIL).

 

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.