• Customer Success Manager - NFV

    Location IN-New Delhi
    Posting date 1 month ago(1/18/2019 8:41 AM)
    Job ID
    67273
    Category
    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 Global Customer Success (GCS) team is looking for a technically savvy and experienced project manager to join us as a Customer Success Manager in New Delhi, India. In this role, you will be responsible for engaging with Red Hat's telecommunications (Telco) customers and partners to guide them through successful network function virtualization (NFV) infrastructure transformation, running on the Red Hat OpenStack Platform. You will provide consistent engagement throughout the customer adoption journey, beginning in the presales phase and continuing through production, with a focus on coordinating various programs available through Red Hat's engineering and support teams. You'll have an opportunity to take ownership of key customer relationships and strategic program initiatives. As a Customer Success Manager, you’ll collaborate and engage with multiple customer and internal teams, including Engineering, Product Management, Support, Sales, and Consulting teams, on a daily basis.

    Primary job responsibilities

    • Be responsible for the overall customer journey aligned with the NFV deployment projects; collaborate with other associates within Red Hat to resolve technical issues
    • Carry out and maintain customer success plan during the NFV adoption phase together with our customers to enable a successful adoption of our solutions
    • Evangelize our solutions with the help of customer management and technical teams, including developers and IT
    • Participate in key customer meetings and quarterly executive business reviews (EBRs)
    • Provide feedback via the established voice of the customer (VOC) process to ensure that customer business requirements are understood and addressed appropriately
    • Collaborate with the sales and technical delivery teams to bring our customers the best solutions from across the Red Hat Cloud Infrastructure solutions portfolio

    Required skills

    • 5+ years of experience working in technical account management, consulting, customer success, sales engineering, or IT architecture field, or in an equivalent field supporting enterprise development teams or customers
    • Prior experience working for a Telco operator or vendor primarily engaged in the Telco industry
    • Understanding of the Telco network landscape and a high-level knowledge of common network functions like vEPC or IMS, and of the advantages of the NFV infrastructure
    • Prior experience working in a leading engagement role with a customer, as well as coordinating engagements of other internal stakeholders
    • Outstanding project management skills; certifications are a plus
    • Customer-centric and focused on delivering the best outcomes for the customer
    • Ability to work under minimal direct supervision
    • Ability to work in a fast-paced environment and handling multiple priorities at once
    • Demonstrated ability to build and nurture relationships across multiple teams and channels
    • Demonstrated ability to map customer business processes to product capabilities
    • Excellent interpersonal, communication, presentation, and persuasion skills with the ability to guide change and motivate various stakeholders
    • Solid engagement skills with the ability to establish a trusted adviser relationship with business decision makers and influencers
    • Experience working in a mixed-field engagement and remote-work environment
    • Travels within the APAC region may be required
    • Fluent language skills in English


    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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