Customer Success Manager - Northeastern U.S.

| Boston, MA
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About the job
The Red Hat Global Customer Success team is looking for a customer-focused technology professional to join us as a Customer Success Manager for customers throughout the northeastern U.S. In this role, you will serve as a trusted adviser and work proactively with strategic customers to optimize their experience with the Red Hat product portfolio. You'll be on a mission to guide customer engagement, product adoption, and satisfaction to ensure that customers maximize the value they realize from their investment in our open source solutions. This is not a sales role. You'll be a dedicated customer engagement associate and a member of the Red Hat engineering and technical customer support teams. You will regularly collaborate with customers, cultivate relationships, boost customer satisfaction, and advocate on their behalf. As a Customer Success Manager, you'll be crucial to the long-term success of Red Hat's subscription-based business model and assist with delivering an enjoyable experience to customers throughout their journey from onboarding through adoption, resulting in reduced churn, increased retention, and account development. Well-qualified, home-based applicants throughout the northeastern U.S will be considered.
What you will do

  • Become a trusted adviser to customer executives, key influencers, and decision makers so that Red Hat activities are aligned with customer business cases and strategies
  • Understand customer's business objectives and strategy by jointly developing success plans that capture critical customer success factors and potential issues
  • Collaborate with internal technical support, professional services, engineering, and product management teams to identify, guide, and prioritize improvements in the quality and functionality of offerings based on customer input
  • Help ensure that customers realize maximum value from their Red Hat investment and monitor usage adoption rates across account portfolio
  • Partner with Red Hat sales associates to manage customer relationships and identify growth opportunities
  • Advocate for customer needs and issues internally across various Red Hat teams and functions
  • Help ensure the resolution of complex support issues in a timely manner with high customer satisfaction
  • Serve as a point of contact for ongoing complex technical issues by collaborating with the internal escalation management team
  • Proactively highlight customer risks and needs to facilitate sound recommendations
  • Serve as the point of contact for customers and promote customer goals and outcomes with all teams and functions within Red Hat
  • Create customer advocates and coordinate with Red Hat marketing and public relations teams to generate customer references, referrals, and case studies


What you will bring

  • 3+ years of account management or technical customer service experience, preferably within the enterprise software industry
  • Currently residing within the U.S. Eastern time zone
  • Solid knowledge of business solutions delivered by common enterprise software applications
  • Experience advocating for customers and the ability to foster and cultivate relationships with enterprise customers and partner by delivering exceptional subscriber value
  • Good understanding of technical support and professional services processes and workflows
  • Experience dealing with large customers and complex technical support issues
  • Demonstrated ability to manage critical customer support escalations
  • Outstanding communication skills to lead onsite, strategic business reviews with stakeholders ranging from individual contributors to executive management
  • Excellent time management skills and the ability to prioritize your workload
  • 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
  • Willingness to occasionally travel to visit customers and attend events
  • Experience with Salesforce.com (SFDC) customer relationship management and case management solutions is a plus
  • Bachelor's degree, preferably in a business or technology-related discipline, 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.
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.

More Information on Red Hat
Red Hat operates in the Automation industry. The company is located in Raleigh, NC, Ann Arbor, MI, Atlanta, GA, Austin, TX, Boston, MA, Washington, DC, Charleston, SC, Charlotte, NC, Chicago, IL, Dallas, TX, Denver, CO, Durham, NC, Los Angeles, CA, Minneapolis, MN, New York, NY, Richmond, VA, St. Louis, MO, Sunnyvale, CA, McLean, VA and Westford, MA. Red Hat was founded in 1993. It has 20000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Flexible work schedule. To see all 13 open jobs at Red Hat, click here.
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