Customer Success Executive

Role Overview

• Establish a trusted advisor relationship with customer executive leaders, sponsors, and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business goals
• Clearly and concisely explain the business and technical value of Red Hat, our offerings and solutions, and how they address the customer’s strategic priorities
• Assess key business challenges, develop high-level strategies for customer success, coordinate delivery, and inspire stakeholders to ensure successful customer outcomes
• Define and deliver customer success and adoption strategy with your customers and be an advocate for their needs by being a voice of the customer back in Red Hat
• Lead, coordinate, inspire, and focus organizational energy across Red Hat, including marketing, sales, product development, customer success, technical support, and partner teams to deliver on the customer success strategy
• Ensure that customers achieve maximum value from their investment using a programmatic, measurable approach during each phase of the customer life cycle
• Minimize subscriber churn through continuous engagement, value realization, education, coaching, and persuasion
• Work collaboratively with enterprise sales teams across a diverse account base on strategies for promoting adoption, account expansion, retention, and loyalty
• Recommend specific solutions to increase customers value which will improve customer sentiment, move them towards their goals, and increase Red Hat's expansion revenue
• Partner and collaborate with marketing teams to build customer referenceability
• Facilitate engagement across functional areas of the company, including marketing, sales, services, product management, engineering, finance, training, and technical support teams to handle issues impacting customer success

Requirements

• 7 years of account management or customer success experience, preferably within the enterprise software industry
• Solid experience and understanding of the financial services industry
• Experience advocating for customers and an ability to foster and cultivate relationships with key customers and partners by delivering best-in-class subscription value
• Outstanding communication skills to lead onsite and virtual strategic business reviews highlighting aspects of customer success with stakeholders ranging from individual contributors to executive leadership
• Experience leading large projects and guiding solutions for complex business challenges and technical issues
• Experience coordinating across functions, including executive leadership, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations
• Solid understanding of the open source development model and open source software solutions like cloud computing, common enterprise software applications, and DevOps
• Good understanding of enterprise technical support and professional services processes and workflows
• Experience with Salesforce.com (SFDC) and familiarity with other leading customer relationship management, customer success, case management, and analytics solutions
• Excellent time management skills and the ability to prioritize your workload
• Proficiency articulating the business value associated with Red Hat’s (or related) offerings and solutions, with a demonstrated ability to guide these discussions with customers.

Tech Stack

• Cloud
• Open Source
• SFDC

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!