About the job
The Red Hat Customer Success and Services team is looking for a Director of Customer Success and Services to join us in Northeast to lead our Northeast Customer Success team. In this role, you will own regional profit and loss (P&L), have revenue, bookings, margin, and utilization goals across all practices, and be responsible for all projects and resources under management. You will also ensure customer success and guide adoption of Red Hat's portfolio as part of our new Customer Success team. You will work closely with regional sales leaders to strategically position the Red Hat Consulting team using a solutions-led sales model. As a Director of Customer Success and Services, you will lead and implement strategies across the region in collaboration with service delivery managers and architects through joint account planning with presales and account executives to ensure that our offerings and services are adopted and that our customers continue to renew their offerings and increase their engagement with Red Hat. Successful applicants must reside in a state where Red Hat is registered to do business.
What you will do

• Support the Sales team and work with sales management to ensure that financial targets are achieved, including subscriptions for Red Hat's offerings
• Establish and maintain good relationships with key customers by building deep knowledge of customer business priorities, challenges, and initiatives; monitor and track the quality of service for external and internal customers
• Work with regional sales management, services management, and architects to define and agree on a strategy for business development and growth
• Lead services opportunities, ensure proper scoping for services solutions, and provide executive oversight for delivery
• Promote customer success and services thought leadership and guide business success via cross-functional alignment with sales, business, engineering, support, and enablement and training teams
• Be responsible for meeting the regional customer success and services team business objectives, including financial targets, team billable utilization levels, and successful customer delivery
• Maintain a regional customer success and services hiring plan for the fiscal year and ensure that open positions are filled on time
• Implement and carry out strategic services objectives like digital transformation, container adoption, system integrator (SI) and partner collaboration, and related offerings
• Handle rates, project costs, terms and conditions of work and contracts, and other commercial factors
• Provide regular financial reports with forecasting for revenue and bookings and support and promote accurate revenue recognition
• Ensure that common and consistent operational standards and procedures are in place and enforced; review and improve them as needed to optimize workflow and organization for efficiency and scalability
• Set up and maintain a capacity plan for skills needed; develop the team's skills and partner network to ensure high quality support for business needs and for existing and upcoming technologies
• Establish and maintain good relationships with key partners in your area, SIs, and original equipment manufacturers (OEMs); establish and expand the partner network for services deliveries for infrastructure, cloud, and middleware

What you will bring

• Demonstrated experience developing and leading a cross-functional, region-wide team; experience with management in a matrixed environment
• 10+ years of experience working in a service delivery or customer success role with a successful record of holding a leadership position within a services organization
• Deep understanding of the software business professional services model, including P&L responsibility and margin and utilization goals, with the ability to work in a rapidly growing environment
• Ability to handle sensitive one-on-one conversations with tact and communicate sensitive or debateable messages effectively
• Understanding of the relationship between the customer success and services team and other teams like sales, engineering, or support
• Comfortable guiding and conducting presentations for customers, the general public, and for internal audiences
• Effective communication skills with the ability to maintain Red Hat's style of messaging and perspective
• Deep knowledge of and solid operational experience with new services methodologies related to next generation Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) services, operations management and automation, agile methodologies, and DevOps
• Passion for open source, software, tooling, and automation
• Willingness to travel weekly to customer locations throughout the U.S. and Canada, following Red Hat's COVID-19 guidelines

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.