• Customer Success Manager

    Location CH-Zurich
    Posting date 1 week ago(2/13/2019 3:15 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 (CSM) in Zurich, Switzerland. In this role, you will serve as a trusted adviser to our enterprise customers, helping them achieve success with our offerings and maximizing the value realized from Red Hat’s subscriptions. You'll be crucial 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 and incremental sales. As a Customer Success Manager, your ultimate goal will be to cultivate solid customer relationships and grow 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 customer business cases and business strategies
    • Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations
    • Help ensure that customers achieve maximum value from their investment and monitor adoption rates of accounts
    • Assist sales reps with ongoing efforts to manage existing customer relationships and respond to non­-sales related inquiries
    • Minimize subscriber churn through education, coaching, and persuasion
    • Educate customers on core key principles for a sustainable configuration
    • Develop and carry out programs to keep customers informed of the releases of offerings relevant to their business
    • Serve as the main point of contact between the Product Management and Technical Support teams and customers when escalations of critical product issues are required
    • 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

    Required skills

    • 5+ years of account management or technical customer service experience, preferably within the enterprise software industry
    • Experience advocating for customers and an ability to foster and cultivate relationships with enterprise customers and partners by delivering best­-in-­class subscriber value
    • Experience dealing with large customers and complex technical support issues and escalations  
    • Excellent knowledge in common enterprise software applications and servers
    • Experience coordinating across teams including management, sales, customer success, technical support, professional services, marketing, and engineering teams to meet account performance objectives and customer expectations
    • Good understanding of technical support and professional services processes and workflows
    • Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps
    • 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

    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.



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