• Product Manager, Product Success

    Location US-MA-Westford
    Posting date 3 weeks ago(3 weeks ago)
    Job ID
    62552
    Category
    Product Management
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    Focus on middleware, which has a large complex base of customers using these offerings. The Red Hat Business team is looking for a Product Success Manager to join us in Westford, MA. In this role, you will ensure that our customers are successful with the offerings they adopt from Red Hat, which is key to both their business outcomes and Red Hat's growth. While there are many stakeholders within Red Hat that interact with customers (from Sales and Support to Services and Customer Success teams), it is challenging to obtain a holistic picture within the business team of which customers are succeeding or failing, and why. You’ll build relationships with customers which will lead to stories that can be shared with the salesforce or in the form of public references. You’ll grow product management team’s understanding of success and failure of our customers and determine how to respond in order to improve success rates. As a Product Success Manager, you will lead product success for the integration group of offerings including Red Hat Fuse, 3scale by Red Hat, and Apache ActiveMQ (AMQ). You’ll be responsible for interacting with customers, sales, the Customer Experience and Engagement (CEE) team, services, and other stakeholders. The ultimate objective is improve both customer happiness with our offerings and improve sales and renewals outcomes.

    Primary job responsibilities

    • Track renewals, upsell, and cross-sell metrics throughout the year on a monthly, quarterly, and annual basis for the assigned group of offerings
    • Establish an understand how customers use offerings within the assigned group - which customers are succeeding, which are not, what the common use cases are, and where challenges lead to failure
    • Engage with sales and support teams to share best practices in addressing customer needs and sharing use case examples; this can take the form of one-on-one conversations or content (decks and documents) in the form of renewals kits
    • Engage with key customers to encourage them to agree to use case and reference materials to be produced about their usage
    • Engage with product managers and product marketing managers in the Business team to give them feedback about customer successes and failures that hold lessons for product and product marketing decisions
    • Work with both internal and external existing customer, support, customer success, and sales teams and with account executives and SSPs in particular
    • Work closely with Product Management and Product Marketing teams within the Business team to funnel information on findings back into their processes

    Required skills

    • 4-7 years of experience working in customer-facing roles in sales, sales engineering, customer success, or outbound product management)
    • 4-7 years of experience with enterprise middleware-type offerings; experience with integration offerings is a plus
    • Ability to innovate and develop new processes in an effort to ease information flow, like capturing data on customer deployment status to catch implementations which are stalling
    • Solid communication skills and high levels of comfort talking to customers including senior leaders at large S&P 500 companies
    • Strategic thinker with the ability to synthesize information from multiple sources in order to propose and carry out effective courses of action
    • Ability to coordinate with multiple teams in a supporting role to help them reach their goals
    • Familiarity with enterprise sales cycles, renewals, and customer success processes in general Familiarity with the Red Hat open-source subscription model is a plus
    • Product management experience is a plus


    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

     

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