Senior Customer Success Executive

About the job:

The Customer Success Executive is responsible for orchestrating customer success plan initiatives and associated technical engagements designed to ensure customers successfully adopt Red Hat products and platforms. You will work with select customers to understand the customer’s overall portfolio, technical and business priorities, and measures of success to help develop the customer’s success plan and orchestrate its execution with discrete initiatives to achieve their desired objectives. You will provide the Voice of the Customer by sharing insights and best practices and connecting with Sales, Engineering, Product, Support, and Partner teams to ensure success of adoption by customers.

What you will do:

• Assess the customer’s knowledge and adoption level of Red Hat’s products and overall cloud readiness to support customers through their journey to maximal value from Red Hat technology.

• Orchestrate customer success plans with discrete initiatives to achieve customers’ desired outcomes by involving technical execution teams (Launch Teams, Red Hat Services, and/or Partners).

• Identify opportunities for increased consumption, track monthly consumption against targets, identify and/or plan critical deployment timelines and milestones. 

• Be the Voice of the Customer. Share insights and best practices, and connect with appropriate Red Hat teams. 

• Involve the right resources to address and remove technical blockers to adoption.

• Work collaboratively with enterprise sales teams across a diverse account base on strategies for promoting adoption, account expansion and retention, and loyalty.

• Clearly and concisely explain Red Hat's business and technical value, our offerings and solutions, and how they address your customers’ strategic priorities.

• Support the sales team to ensure that financial targets are achieved, including subscriptions for Red Hat’s offerings.

• Deep understanding of software and services technical/business with the ability to work in a rapidly growing environment.

• Understanding the relationship between customer success and services teams and other teams like sales, engineering, or support.

• Comfortable guiding and conducting presentations for customers, the general public, and internal audiences.

• Effective communication skills with the ability to maintain Red Hat’s messaging style 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.

What you will bring:

• 10+ years working in enterprise software from a customer success management, technical sales, technical project management perspective. 

• Experience with technical project planning and execution management. 

• Experience with account planning with a focus on the Success Plan and Initiatives to identify best practices and areas of improvement to advance product adoption. 

• Understand customer challenges, coordinate responses to issues, and overall approach to customer interactions.

• Ability to independently facilitate consultative-type customer-facing engagements.

• Experience with DevOps and agile concepts, application development, and deployment tools. 

• Practical experience with one or more Public Cloud providers (AWS, Azure, GCP, IBM Cloud) and their integration with enterprise customers is a plus, with recent Public Cloud certification.

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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