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