• Senior Customer Success Manager - Northeast U.S.

    Location US-MA-Westford
    Posting date 2 months ago(12/7/2018 3:02 AM)
    Job ID
    Technical Support
  • 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

    The Red Hat Global Customer Success team is looking for a customer­-focused technology professional to serve as a Senior Customer Success Manager and join us in Westford, MA. In this role, you will serve as a trusted adviser for our enterprise customers throughout the Northeast by helping them achieve success with our solutions and maximize the value they get from Red Hat’s subscriptions. You'll be critical to the long-­term success of Red Hat's subscription-­based business model, and responsible for the onboarding, supporting, services, adoption, advocacy, retention, and delivery of outcomes in the form of renewals and incremental sales. As a Senior Customer Success Manager, you will cultivate solid customer relationships and enhance customer satisfaction to make the contract renewal process faster and easier.

    Primary job responsibilities

    • Become a trusted adviser to customer executives and key stakeholders so that all Red Hat’s activities are aligned to the customer business case and strategy
    • Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues
    • Help ensure that our customers achieve maximum value from their investment and monitor adoption rates of accounts
    • Assist sales representatives with their ongoing efforts to manage existing customer relationships and respond to non­-sales inquiries
    • Minimize subscriber churn rate through education, coaching, and guidance
    • Educate customers on core key principles for a sustainable configuration
    • Develop and carry out programs to keep customers informed of product releases relevant to their businesses
    • Communicate between product management, technical support, and the customer when critical product issues need to be escalated
    • Develop a complete understanding of Red Hat’s enterprise offerings and solutions
    • Work closely with the Red Hat Professional Services team to present new consulting opportunities and facilitate transitions after implementations
    • Collaborate with the account executives responsible for promoting revenue opportunities across a diverse account base; develop a network of advocates among account management teams
    • Ensure a seamless experience for our customers during the product adoption and deployment by helping with transitions from sales through the customer onboarding to consulting and technical support
    • Coordinate with the marketing and PR teams to build customer references

    Required skills

    • 3+ years of account management or technical customer service experience, preferably within the enterprise software industry
    • Experience advocating for customers and the ability to support and cultivate relationships with enterprise customers and partners by delivering exceptional subscriber value
    • Experience dealing with large customers and complex technical support issues
    • Demonstrated ability to manage critical customer support escalations
    • Knowledge of common enterprise software applications and servers
    • Experience collaborating cross-functionally
    • Good understanding of technical support and professional services processes and workflows
    • Experience with Salesforce.com (SFDC) customer relationship management and case management solutions
    • Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps
    • Familiarity with Red Hat's portfolio of offerings and subscription business model
    • Outstanding communication skills to lead on­site key business reviews with stakeholders ranging from individual contributors to C-level management
    • Excellent time management skills and the ability to prioritize your workload
    • Bachelor's degree, preferably in a business or technology­-related discipline; master's degree is a plus
    • Willingness to travel 10-15% to visit customers and Red Hat’s offices

    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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