About the job
Red Hat's Global Customer Success team is looking for a customer-focused technology professional to join us as a Customer Success Manager 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 maximize the value realized from subscriptions to Red Hat's offerings. You will 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 Customer Success Manager, your ultimate goal will be to cultivate solid customer relationships and boost customer satisfaction to make the contract renewal process faster and easier. Well-qualified, home-based applicants throughout the central part of the U.S. will be considered to work remotely in a state where Red Hat is registered to do business.
What you will do

• 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 business strategies
• Develop success plans for customers that will outline their critical success factors, metrics for success, and potential issues and provide recommendations
• Help ensure that customers achieve maximum value from their investment and monitor adoption rates of accounts
• Assist the Sales team with ongoing efforts to manage existing customer relationships and respond to non-sales related inquiries
• Minimize subscriber churn through education, coaching, and influence
• Educate the customers on key principles for a sustainable configuration
• Develop and carry out programs to keep customers informed of the releases of offerings relevant to their business
• Serve as the main point of contact between the Product Management and Technical Support teams and the customers for instances where escalation of critical issues with our offerings is required
• Develop a complete understanding of Red Hat's enterprise offerings and solutions
• Work closely with the Red Hat Professional Services team to 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 customers during the adoption and deployment of our offerings by offering hand-offs from sales through the customer onboarding to Consulting and Technical Support
• Work and collaborate with marketing and PR teams to build customer referenceability

What you will bring

• 3+ years of account management or technical customer service experience, preferably within the enterprise software industry
• Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partners by delivering excellent 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 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 and the ability to prioritize your workload
• Currently residing in the Central United States; applicants must reside in a state where Red Hat is registered to do business
• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

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.
Benefits

• 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.