• Customer Success Manager

    Location SG-Singapore
    Posting date 6 days ago(11/9/2018 6:40 AM)
    Job ID
    Technical Support
  • 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

    The Red Hat Strategic Customer Engagement team is looking for a customer ­focused technology professional to join us as a Customer Success Manager in Singapore. In this role, you’ll work with our enterprise customers throughout Southeast Asia (ASEAN). You will serve as a trusted adviser to customers by helping them achieve success with Red Hat solutions and maximizing the value realized from Red Hat subscriptions. As a Customer Success Manager, you will be critical to the long­-term success of Red Hat's subscription ­based business model, and be responsible for the onboarding, supporting, services, adoption, advocacy, retention, and delivery of outcomes in the form of renewals. Your ultimate goal will be to cultivate solid customer relationships and boost customer satisfaction to make the contract renewal process faster and easier.

    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 representatives with ongoing efforts to manage existing customer relationships and respond to non-­sales related inquiries
    • Minimize subscriber churn through education, coaching, and influence
    • Educate the customer on core key principles for a sustainable configuration
    • Develop and carry out programs to keep customers informed of product releases relevant to their business
    • Act as the main interface between Product Management, Technical Support, and the customer for instances where escalation of critical product issues is required
    • Develop a complete understanding of Red Hat enterprise solutions
    • Work closely with the Red Hat Professional Services organization to hand over new consulting opportunities and facilitate transitions after implementations
    • Work collaboratively 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

    • 7+ years of account management or technical customer service experience, preferably within the enterprise software industry
    • Experience advocating for customers and the ability to foster and cultivate relationships with enterprise customers and partner by delivering outstanding subscriber value
    • Experience dealing with large customers and complex technical support issues
    • Demonstrated ability to manage critical customer support escalations
    • Excellent knowledge in common enterprise software applications and servers
    • 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
    • Familiarity with Red Hat's solutions portfolio and subscription business model
    • Outstanding communication skills to lead on­site, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management
    • Excellent time management skills and the ability to prioritize your workload
    • Bachelor's degree, preferably in a business or technology ­related discipline; master's degree is preferred

    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.

    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.



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