Customer Success Manager - Northeastern U.S.
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.