Client Performance Manager IV (RapidScale)

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).