Program Manager - Customer Success Management, Strategy, and Process

Job Description

Program Manager - Customer Success Management, Strategy, and ProcessPosting Location : Location US-RemotePosting date 1 day ago(3/17/2022 10:36 AM)Job ID 94804 Workday ID R-023317 About the job The Red Hat Customer Success Management team is looking for a Program Manager to join our Practices team. In this role, you will develop Customer Success Management practices in Red Hat that will be carried out across all regions and customer segments. You will create the methodology, assets, and strategy for Red Hat s customer success managers and customer success executives globally. You will align very closely with the regional and global Red Hat s sales and customer success functions and you ll work with the regional leaders to ensure that the Customer Success mission is carried out consistently. The Customer Success practice enables Red Hat s customers to receive maximum value from Red Hat s offerings and services based on the needs of their businesses. You will guide the planning processes, preparing briefings for senior leadership, aligning stakeholders, facilitating decision making, tracking and reporting progress, and identifying and mitigating risks. You ll need to be highly organized to be able to manage multiple initiatives at a time. You ll also need to have clear written and verbal communication and documented planning skills. As a Program Manager, you will dive into highly complex problems, work through the necessary details, think creatively, and lead cross-functional solutioning that will maintain alignment with defined business outcomes. Your success measures and KPIs will include customer sentiment and overall health, increased consumption and adoption of our offerings, account revenue growth, renewals performance, and Net Promoter Score (NPS). You will report directly to the Global Director of Customer Success Practices. Successful applicants must reside in a state where Red Hat is registered to do business. What you will do
• Establish and deliver strategies to ensure excellence with customer success management across Red Hat, leading to higher account growth, renewals, and upsell opportunities
• Develop and continually evolve the Customer Success Management practice framework, methodology and operating model, playbooks, and assets; work together with the sales teams and regional leaders
• Ensure that the defined customer success methodology is consistently carried out across all regions, focusing on the adoption of our offerings and customer retention
• Define the customer success executive and manager role processes, including handoffs with internal teams
What you will bring
• Experience with customer success management as a direct customer success manager or in customer success management (CSM) leadership or operations
• Experience and tenacity needed to guide transformational change through a large, worldwide organization
• Very organized with excellent project management skills; ability to implement structure (processes and frameworks) into daily functions
• Comfortable managing and solving complex business problems with no clear solution
• Outstanding written and verbal communication skills and excellent presentation skills
• Combined background in customer success and project management is a plus
#LI-REMOTE #LI-PD2 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.Interested in this job ApplyApplyShareSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeedDiversity, Equity & Inclusion at Red HatRed 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.Read our complete Statement of Commitment to Diversity, Equity, and InclusionCOVID-19 Vaccination RequirementsIn accordance with Red Hat s policies, U.S. government regulations, and our ongoing commitment to prioritizing the health and safety of our associates, their families, and the community at large, all Red Hat associates and contractors working in the United States must be fully vaccinated against COVID-19. Accordingly, any offer of employment is conditioned upon your ability to provide proof of full vaccination. Should you require accommodation for medical or religious reasons, Red Hat will engage in an interactive process with you to determine if a reasonable accommodation can be provided in accordance with applicable City, State and/or Federal law.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.Visit the Equal Opportunity Employment PosterVisit the Pay Transparency and Nondiscrimination ProvisionRed Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.,

Keyskills :
deliverymanagementagilenet promoter scoreproject management