• Principal Offerings Manager

    Location US-MA-Westford
    Posting date 2 months ago(9/24/2019 4:45 AM)
    Job ID
    Software Engineering
  • 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 Products and Technologies (PnT) Customer and Product Experience (CPX) team is looking for a talented and motivated Senior Offerings Manager to join us in Westford, MA. In this role, you will help us maintain and grow our customer support offerings like technical account management services, customer success management, mission-critical support, etc. You’ll need to have a wide breadth of skills, including analyzing, developing, implementing, and managing support offerings. Your overall goal will be to ensure that support offerings help our customers and partners achieve their desired business outcomes while aligning with our PnT strategy. As a Senior Offerings Manager, you’ll need to have excellent communication, collaboration, and business experience to work well within the PnT team, as well as across finance, sales, services, legal, business, and operations teams to achieve our goals. Your outcomes will be measured in terms of their impact on the organization’s business objectives, as well as support services bookings and margin targets for each offering. You’ll work as part of the newly formed customer and product experience team and the Business Operations and Programs team.

    Primary job responsibilities

    • Build business plan for and guide, grow, and design a portfolio of customer support offerings
    • Use customer and partner feedback to groom and create new support offerings as needed
    • Become a trusted advisor within our organization and cross-functionally for the Sales and Business teams
    • Analyze profitability and sales success of our offerings to ensure that growth targets are met and report on offering KPIs during business reviews
    • Work closely with counterparts within the product marketing function to ensure the messaging, positioning, and go-to-market strategy for each offering is clear and being received both internally by Sales and externally by customers and partners
    • Manage expectations with stakeholders, develop recommendations, and negotiate solutions to differences in priority and areas of conflict or delay
    • Represent offering requirements across the Business, Sales, IT, Finance, Legal, and Operations teams as part of the offerings’ life cycles
    • Proactively seek to reduce inefficiencies in offerings and streamline business processes in a collaborative way
    • Monitor market trends and incorporate industry innovations, including analyzing the competitive landscape
    • Apply your deep understanding of the sales life cycle and discounting practices
    • Create pricing and business models that fit within market requirements

    Required skills

    • 5+ years of building and maintaining support and customer experience offerings, or experience as a support program or product manager
    • Business insight and highly analytical skills to engage business leaders on business terms and deliver business solutions
    • Solid work ethic; ability to work on your own and be accountable to deliver results
    • Proven experience successfully leading cross-functional teams with expertise in improving operational effectiveness, reducing customer or partner levels of effort and ensuring successful business growth
    • Excellent collaboration, organizational, and presentation skills
    • Deep understanding of how Red Hat’s customer and partner relationships work, as well as how Red Hat brings offerings to market
    • Detail-oriented and ability to follow up on outstanding items
    • Maintain solid relationships and alignment with counterparts in the Sales, Legal, IT, Business, Professional Services, and Finance teams
    • Excellent understanding of the open source development model and software solutions
    • Willingness to travel up to 25%
    • MBA 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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