Principal Customer Success Manager

| Raleigh-Durham, NC
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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 Principal Customer Success Manager in Raleigh, NC. In this role, you will serve as a trusted adviser to customers by helping them achieve success with our offerings and maximizing the value realized from Red Hat's offerings subscriptions. You will have a critical role in the long term success of Red Hat's subscription-based business model. You'll be responsible for positive outcomes for your customers through onboarding, adoption, advocacy, and retention. You will ensure an excellent customer experience in order to impact Red Hat's outcomes in the form of renewals and incremental sales. As a Principal Customer Success Manager, your ultimate goal will be to cultivate great customer relationships and boost customer value realization for your customers' Red Hat offerings investments.
What you will do

  • Establish a trusted adviser relationship with customers, sponsors, and key stakeholders so that all of Red Hat's activities are closely aligned with the customers' business goals
  • Identify success metrics, conduct business and process optimization workshops, and provide recommendations for increasing the return on investment (ROI), usage, and adoption of Red Hat's offerings and services
  • Work collaboratively across customer success, sales, professional services, and technical support organizations to advocate for your customers' needs
  • Facilitate engagement between product management, critical accounts, technical support, engineering, and other functions for critical product issues the customer may experience
  • Develop an expert understanding of the Red Hat portfolio of offerings and proactively recommend solutions that align with the customers' business goals
  • Ensure that customers realize maximum value from their investment using a programmatic, measurable approach to nurture offerings adoption
  • Minimize subscriber churn through value realization, education, coaching, and inspiration
  • Handle multiple critical customer priorities with little direction and coordinate the necessary Red Hat's stakeholders to ensure efficient resolution
  • Take on customer success leadership and mentoring responsibilities at a regional level; collaborate on projects with a cross-regional, cross-departmental, or global impact


What you will bring

  • 6+ years of account management or customer success experience, preferably within the enterprise software industry
  • Outstanding communication skills to lead onsite strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to senior leadership
  • Experience leading projects and delivering solutions for complex business challenges and technical issues
  • Good understanding of DevOps practices and enterprise cloud solutions, like PaaS, cloud management, and IT automation
  • Ability to discuss high-level technical concepts with non-technical stakeholders
  • Ability to handle multiple tasks; ability to prioritize your workload and adjust to shifting priorities
  • Bachelor's degree or combination of relevant education and experience
  • Willingness to travel occasionally to visit customers and attend events, following the Red Hat's COVID-19 guidelines


The following are considered a plus:

  • Experience with Salesforce.com (SFDC) customer relationship management and case management solutions
  • Prior experience with service delivery management
  • Demonstrated experience working with Fortune 500 or Fortune 1000-level customers
  • Familiarity with Red Hat's portfolio of offerings
  • Familiarity with open source software development and open source business models


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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