Cloud Services Customer Success Manager (Remote)

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About the job
The Red Hat Consulting team is looking for a Cloud Services Customer Success Manager to join us. In this role, you will work with Red Hat Cloud Services customers in optimizing their experience with Red Hat. You'll be on a mission to guide customer engagement, services adoption, and satisfaction, ensuring that our customers are getting value from their Red Hat investment. As a Cloud Services Customer Success Manager, you'll be responsible for delivering an exceptional experience for our customers throughout their journey with Red Hat from onboarding to the adoption of our services, resulting in reduced churn, increased retention, and account growth. You will be part of a fast-paced team working directly with Red Hat customers in a dynamic engagement-based model. You will be an integral part of the Red Hat Customer Success team, working across many functional areas to deliver positive business outcomes for Red Hat customers. Successful applicants must reside in a state where Red Hat is registered to do business.
What you will do
  • Support customers in a dynamic engagement model, a combination of proactive and reactive time-bound activities that will increase adoption and deliver value
  • Take ownership and lead relevant team members in order to deliver successful engagements for Customers based upon operational processes
  • Develop a Customer Success Plan to capture the customer's key outcomes and business needs
  • Coordinate actions on behalf of the customer and align them to the appropriate resources within the Red Hat Customer Success team
  • Identify customers for proactive outreach using telemetry data from our Cloud Services dashboards
  • Collaborate with the Sales team during the digital intake process to assist customers at the beginning of their Cloud Services journeys
  • Collaborate with various Red Hat teams and functions to identify, guide, and prioritize improvements in the quality and functionality of our services and identify opportunities for more consistent customer adoption journeys
  • Proactively highlight customer risks and needs to facilitate sound recommendations

What you will bring
  • 5+ years of account management or technical customer service experience, preferably within the enterprise software industry
  • Solid knowledge of business solutions delivered by common enterprise software
  • Experience working with customer relationship management tools and case management solutions
  • Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps
  • Familiarity with the Software-as-a-Service (SaaS) business model
  • Solid interpersonal, communication, and presentation skills; ability to work with various teams across the board with varying skill sets
  • Excellent relationship building skills
  • Excellent time management skills; ability to prioritize your workload
  • Prior experience with customer success or renewal maintenance is a big plus
  • Familiarity with one or more Public Cloud providers like Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or IBM Cloud from a support or customer success perspective is a plus

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
  • Comprehensive medical, dental, and vision coverage
  • Flexible Spending Account - healthcare and dependent care
  • Health Savings Account - high deductible medical plan
  • Retirement 401(k) with employer match
  • Paid time off and holidays
  • Paid parental leave plans for all new parents
  • Leave benefits including disability, paid family medical leave, and paid military leave
  • Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
More Information on Red Hat
Red Hat operates in the Cloud industry. The company is located in Raleigh, NC. Red Hat was founded in 1993. It has 20000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 162 open jobs at Red Hat, click here.
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