• Customer Success Manager - Central U.S.

    Location US-Remote
    Posting date 4 days ago(12/3/2019 6:40 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 join us as a Customer Success Manager (CSM) for our strategic customers throughout the Central United States. In this role, you will serve as a trusted adviser to customers by helping them achieve success with our offerings and maximizing the value realized from Red Hat’s subscriptions. You will be critical to the long-­term success of Red Hat's subscription-­based business model and take on the responsibility for the onboarding, supporting, services, adoption, advocacy, retention, and delivery of outcomes in the form of renewals and incremental sales. As a Customer Success Manager, your goal will be to cultivate strong customer relationships and boost customer satisfaction to make the contract renewal process faster and easier. The work location for this position is flexible for candidates residing in the Central United States and home-based, remote candidates will be considered.

    Primary job responsibilities

    • Establish a trusted adviser relationship with customer executive sponsors and key stakeholders so that all of Red Hat's activities are closely aligned with customer business cases and strategies
    • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and recommendations
    • Help ensure that customers achieve maximum value from their investment and monitor adoption rates of accounts
    • Assist sales representatives with ongoing efforts to manage existing customer relationships and respond to non­-sales-related inquiries
    • Minimize subscriber churn through education, coaching, and inspiration
    • Educate the customer on key principles for a sustainable configuration
    • Develop and carry out programs to keep customers informed of the releases of our offerings relevant to their business
    • Serve as the main point of contact between the Product Management and Technical Support teams and customers for instances of escalation of critical issues with our offerings
    • Develop a complete understanding of Red Hat’s enterprise offerings and solutions
    • Work closely with the Red Hat Professional Services team to hand over new consulting opportunities and facilitate transitions after implementations
    • Work collaboratively with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams
    • Ensure a seamless experience for the customer during their adoption of our offerings and deployment by offering hand­offs from sales through the customer onboarding to the Consulting and Technical Support teams
    • Work and collaborate with marketing and PR teams to build customer referenceability

    Required skills

    • 3+ years of experience working in account management or technical customer service; experience within the enterprise software industry is a plus
    • Experience advocating for customers and ability to foster and cultivate relationships with enterprise customers and partners by delivering outstanding subscriber value
    • Experience dealing with large customers and complex technical support issues
    • Demonstrated ability to manage critical customer support escalations
    • Excellent knowledge of common enterprise software applications and servers
    • Experience coordinating across functions including management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations
    • Good understanding of technical support and professional services processes and workflows
    • Experience with ​Salesforce.com​ (SFDC) customer relationship management (CRM) 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 on­-site, strategic business reviews, highlighting aspects of customer success with stakeholders ranging from individual contributors to executive management
    • Excellent time management skills; ability to prioritize your workload
    • Currently residing in the Central U.S.
    • Bachelor's degree, preferably in a business or technology-related discipline


    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, veteran status, 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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