Red Hat
Customer Success Manager - 3scale
Red Hat, Mountain View, California, us, 94039
Qualifications
5 years of account management or technical customer service experience, preferably within the enterprise software industryExperience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partner by delivering best-in-class subscriber valueExcellent knowledge gained from experience with Software-as-a-Service (SaaS) companies, ideally with an application infrastructure focusExperience coordinating across functions, including management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectationsGood understanding of technical support and professional services processes and workflowsExperience with Salesforce.com customer relationship management and case management solutionsExcellent understanding of the open source development model and open source software solutions like cloud computing and DevOpsOutstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive managementOutstanding English language skills with the ability to communicate in a business environmentExcellent time management skills and the ability to prioritize your workloadBachelor's degree, preferably in a business or technology-related disciplineResponsibilities
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 subscriptionsYou'll take responsibility for onboarding, support, services, adoption, advocacy, retention, and delivery of outcomesYour primary goal will be to cultivate solid relationships, boost customer satisfaction, and make the contract renewal processes more efficient, easier, and fasterEstablish 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 strategyDevelop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendationsHelp ensure customers achieve maximum value from their investment and monitor adoption rates of accountsAssist sales reps with ongoing efforts to manage existing customer relationships and respond to non-sales inquiriesMinimize subscriber churn through education, coaching, and influenceEducate the customer on core principles for a sustainable configurationDevelop and carry out programs to keep customers informed of product releases relevant to their businessCommunicate between Product Management, Technical Support, and the customer for instances when critical product issues need to be escalatedBeginning with a focus on 3scale API Management, extend to develop a complete understanding of Red Hat's portfolio of enterprise solutionsCollaborate with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teamsEnsure 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 SupportWork and collaborate with marketing and PR teams to build customer referenceabilityBenefits
Estimated Salary: $20 to $28 per hour based on qualificationsCompany 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.
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5 years of account management or technical customer service experience, preferably within the enterprise software industryExperience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partner by delivering best-in-class subscriber valueExcellent knowledge gained from experience with Software-as-a-Service (SaaS) companies, ideally with an application infrastructure focusExperience coordinating across functions, including management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectationsGood understanding of technical support and professional services processes and workflowsExperience with Salesforce.com customer relationship management and case management solutionsExcellent understanding of the open source development model and open source software solutions like cloud computing and DevOpsOutstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive managementOutstanding English language skills with the ability to communicate in a business environmentExcellent time management skills and the ability to prioritize your workloadBachelor's degree, preferably in a business or technology-related disciplineResponsibilities
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 subscriptionsYou'll take responsibility for onboarding, support, services, adoption, advocacy, retention, and delivery of outcomesYour primary goal will be to cultivate solid relationships, boost customer satisfaction, and make the contract renewal processes more efficient, easier, and fasterEstablish 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 strategyDevelop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendationsHelp ensure customers achieve maximum value from their investment and monitor adoption rates of accountsAssist sales reps with ongoing efforts to manage existing customer relationships and respond to non-sales inquiriesMinimize subscriber churn through education, coaching, and influenceEducate the customer on core principles for a sustainable configurationDevelop and carry out programs to keep customers informed of product releases relevant to their businessCommunicate between Product Management, Technical Support, and the customer for instances when critical product issues need to be escalatedBeginning with a focus on 3scale API Management, extend to develop a complete understanding of Red Hat's portfolio of enterprise solutionsCollaborate with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teamsEnsure 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 SupportWork and collaborate with marketing and PR teams to build customer referenceabilityBenefits
Estimated Salary: $20 to $28 per hour based on qualificationsCompany 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.
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