Telco Customer Success Manager

Job Description

Telco Customer Success ManagerLocation Remote IrelandPosting date 7 hours ago(4/28/2021 11:05 AM)Job ID 84834 Category Technical Support Job summary The Red Hat Global Customer Success team is looking for a customer- focused technology professional with solid telco industry knowledge, project management experience, and passion for open source to join us as a Telco Customer Success Manager in Ireland or in the U.K. In this role, you will work proactively with strategic telecommunications customers in optimizing their experience with all of Red Hats technologies and guide customer engagement, adoption of our offerings, and satisfaction ensuring that our customers are getting value from their Red Hat investment. You ll engage with customers and partners to guide them through successful network functions virtualization (NFV) infrastructure transformations running on Red Hat OpenStack Platform and future platforms. Youll have the opportunity to take ownership of customer relationships and strategic program initiatives and be responsible for delivering an enjoyable experience for our customers resulting in customer success and related reduction in churn, increased retention, and account growth. As a Telco Customer Success Manager, you will take a consultative approach with your customers to address matters related to our offerings, business process advice, and best practices and advocate on behalf of customers within Red Hat. You ll provide consistent engagement throughout customer adoption journeys, often beginning in the presales phase and continuing through production, with a focus on consistent high-quality collaboration and engagement with customers and internal teams across Red Hat, including the Engineering, Product Management, Support, Sales, and Consulting teams. Primary job responsibilities

• Establish a trusted adviser relationship with our customers at senior and leadership levels
• Understand customer business objectives and strategies by developing success plans that capture critical customer success factors and potential issues; provide recommendations to achieve successful adoption of our offerings
• Make good use of your understanding of the telco network landscape, including high-level knowledge of common network functions (vEPC, IMS, etc.) and the advantages of NFV infrastructure, to communicate at a technical and business level with customer stakeholders
• Ensure that customers achieve maximum value from their Red Hat investment by improving usage adoption across your account portfolio
• Help ensure the resolution of complex support issues in a timely manner with high customer satisfaction
• Serve as a point of contact for escalations on ongoing complex technical issues by collaborating with the Escalation Management team and other teams and functions within Red Hat
• Proactively assess customer risks and needs to make sound recommendations
• Serve as the primary point of contact for customers in the post-sales cycle and with all teams and functions within Red Hat to promote customer goals and outcomes
• Educate customers on Red Hats existing portfolio of offerings, including roadmaps for our offerings in a consultative approach
• Collaborate with the Sales and Technical Delivery teams to bring our customers the best solutions from across the Red Hats cloud infrastructure solutions portfolio
• Be responsible for the overall customer journey aligned with NFV deployment projects; technical mindset for successful project management is required, but you will collaborate with other associates within Red Hat to resolve technical issues
• Participate in key customer meetings and quarterly executive business reviews (EBRs)
• Provide feedback via established Voice of Customer processes to ensure that customer business requirements are being captured and addressed appropriately

Required skills

• 5+ years of experience working in technical account management, consulting, customer success, sales engineering, IT architecture, or equivalent supporting enterprise development teams or customers
• Prior experience serving in a leading engagement role with a customer and coordinating engagements of other internal stakeholders
• Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps
• Superior project management skills; certifications are a plus
• Focus on the customer and on delivering the best outcomes for the customer
• Ability to work without direct supervision with a high degree of discipline and initiative
• Ability to work in a fast-paced environment, handling multiple priorities
• Proven ability to build and nurture relationships across multiple teams and channels
• Proven ability to map customer business processes to the capabilities of our offerings
• Excellent interpersonal skills and the ability to guide change and motivate various stakeholders supported by good communication, presentation, and persuasion abilities
• Solid engagement skills with an ability to establish a trusted adviser relationship with business decision makers and influencers
• Experience working in a mixed field engagement and remote work environment
• Willingness to travel, following Red Hat s COVID-19 guidelines

#LI-REMOTE 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.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.Red 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.OptionsApplyApplyShareSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeed,

Keyskills :
business processtechnical supportit architecturesales engineeringaccount managementproduct managementproject managementcloud computingsoftware solutionscustomer success manager