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Customer Success Manager

1 month ago

Mountain View, United States Red Hat Full time

years of account management or technical customer service experience, preferably within the enterprise software industry Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partner by delivering best-in-class subscriber value Excellent knowledge gained from experience with Software-as-a-Service (SaaS) companies, ideally with an application infrastructure focus Experience coordinating across functions, including, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations Good understanding of technical support and professional services processes and workflows Experience with Salesforce.com customer relationship management and case management solutions Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps Outstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management Outstanding English language skills with the ability to communicate in a business environment Excellent time management skills and the ability to prioritize your workload Bachelor's degree, preferably in a business or technology-related discipline Responsibilities In this role, you will serve as a trusted adviser to enterprise customers and help them achieve success with our products and maximize the value realized from their subscriptions You'll take responsibility for onboarding, support, services, adoption, advocacy, retention, and delivery of outcomes Your primary goal will be to cultivate solid relationships, boost customer satisfaction, and make the contract renewal processes more efficient, easier, and faster Establish a trusted adviser relationship with customer executive sponsors and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business case and business strategy Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations Help ensure customers achieve maximum value from their investment and monitor adoption rates of accounts Assist sales reps with ongoing efforts to manage existing customer relationships and respond to non-sales inquiries Minimize subscriber churn through education, coaching, and influence Educate the customer on core principles for a sustainable configuration Develop and carry out programs to keep customers informed of product releases relevant to their business Communicate between Product Management, Technical Support, and the customer for instances when critical product issues need to be escalated Beginning with a focus on 3scale API Management, extend to develop a complete understanding of Red Hat's portfolio of enterprise solutions Collaborate with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams Ensure a seamless experience for the customer during product adoption and deployment by offering hand offs from sales through the customer onboarding to Consulting and Technical Support Work and collaborate with marketing and PR teams to build customer referenceability Estimated Salary: $20 to $28 per hour based on qualifications Qualifications years of account management or technical customer service experience, preferably within the enterprise software industry Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partner by delivering best-in-class subscriber value Excellent knowledge gained from experience with Software-as-a-Service (SaaS) companies, ideally with an application infrastructure focus Experience coordinating across functions, including, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations Good understanding of technical support and professional services processes and workflows Experience with Salesforce.com customer relationship management and case management solutions Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps Outstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management Outstanding English language skills with the ability to communicate in a business environment Excellent time management skills and the ability to prioritize your workload Bachelor's degree, preferably in a business or technology-related discipline Responsibilities In this role, you will serve as a trusted adviser to enterprise customers and help them achieve success with our products and maximize the value realized from their subscriptions You'll take responsibility for onboarding, support, services, adoption, advocacy, retention, and delivery of outcomes Your primary goal will be to cultivate solid relationships, boost customer satisfaction, and make the contract renewal processes more efficient, easier, and faster Establish a trusted adviser relationship with customer executive sponsors and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business case and business strategy Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations Help ensure customers achieve maximum value from their investment and monitor adoption rates of accounts Assist sales reps with ongoing efforts to manage existing customer relationships and respond to non-sales inquiries Minimize subscriber churn through education, coaching, and influence Educate the customer on core principles for a sustainable configuration Develop and carry out programs to keep customers informed of product releases relevant to their business Communicate between Product Management, Technical Support, and the customer for instances when critical product issues need to be escalated Beginning with a focus on 3scale API Management, extend to develop a complete understanding of Red Hat's portfolio of enterprise solutions Collaborate with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams Ensure a seamless experience for the customer during product adoption and deployment by offering hand offs from sales through the customer onboarding to Consulting and Technical Support Work and collaborate with marketing and PR teams to build customer referenceability Benefits Estimated Salary: $20 to $28 per hour based on qualifications Company description At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting... more than 90% of Fortune 500 companies. Job summary Red Hat is seeking a customer-focused technology professional to join us as a Customer Success Manager. In this role, you will serve as a trusted adviser to enterprise customers and help them achieve success with our products and maximize the value realized from their subscriptions. You'll take responsibility for onboarding, support, services, adoption, advocacy, retention, and delivery of outcomes. Your primary goal will be to cultivate solid relationships, boost customer satisfaction, and make the contract renewal processes more efficient, easier, and faster. Preferred work locations for this role include our Mountain View, Raleigh, Chicago, and Westford, MA offices. Experienced and well-qualified home-based applicants will also be considered. Primary job responsibilities Establish a trusted adviser relationship with customer executive sponsors and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business case and business strategy Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations Help ensure customers achieve maximum value from their investment and monitor adoption rates of accounts Assist sales reps with ongoing efforts to manage existing customer relationships and respond to non-sales inquiries Minimize subscriber churn through education, coaching, and influence Educate the customer on core principles for a sustainable configuration Develop and carry out programs to keep customers informed of product releases relevant to their business Communicate between Product Management, Technical Support, and the customer for instances when critical product issues need to be escalated Beginning with a focus on 3scale API Management, extend to develop a complete understanding of Red Hat's portfolio of enterprise solutions Work closely with the Red Hat Professional Services organization to hand over new consulting opportunities and facilitate transitions after implementations Collaborate with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams Ensure a seamless experience for the customer during product adoption and deployment by offering hand offs from sales through the customer onboarding to Consulting and Technical Support Work and collaborate with marketing and PR teams to build customer referenceability Required skills 5 years of account management or technical customer service experience, preferably within the enterprise software industry Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partner by delivering best-in-class subscriber value Background in dealing with large customers and complex technical support issues Demonstrated ability to manage critical customer support escalations Excellent knowledge gained from experience with Software-as-a-Service (SaaS) companies, ideally with an application infrastructure focus Experience coordinating across functions, including, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations Good understanding of technical support and professional services processes and workflows Experience with Salesforce.com customer relationship management and case management solutions Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps Outstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management Outstanding English language skills with the ability to communicate in a business environment Excellent time management skills and the ability to prioritize your workload Bachelor's degree, preferably in a business or technology-related discipline 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, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law. Interested in this job? . Apply nowEstimated Salary: $20 to $28 per hour based on qualifications Company information Red Hat is the world’s leading provider of enterprise open source solutions, using a community-powered approach to deliver high-performing Linux, hybrid cloud, edge, and Kubernetes technologies.We hire creative, passionate people who are ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us. Software, Information Technology, Enterprise, Enterprise Software, Technology, Consulting, IT Services, Software Development, Cloud Computing, Computer Software Company Specialties: cloud computing, hybrid cloud management, Linux, open source, virtualization, storage, middleware, containers, mobile, and OpenStack #J-18808-Ljbffr