What are the responsibilities and job description for the Customer Success Manager - 3scale position at Red Hat?

Qualifications

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 partner by delivering best-in-class subscriber value
Excellent knowledge gained from experience with Software-as-a-Service (SaaS) companies, ideally with an application infrastructure focus
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
Outstanding communication skills to lead onsite, strategic business reviews highlighting aspects of customer success, with stakeholders ranging from individual contributors to executive management
Outstanding English language skills with the ability to communicate in a business environment
Excellent time management skills and the ability to prioritize your workload
Bachelor's degree, preferably in a business or technology-related discipline

Responsibilities

In this role, you will serve as a trusted adviser to enterprise customers and help them achieve success with our products and maximize the value realized from their subscriptions

You'll take responsibility for onboarding, support, services, adoption, advocacy, retention, and delivery of outcomes

Your primary goal will be to cultivate solid relationships, boost customer satisfaction, and make the contract renewal processes more efficient, easier, and faster

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 reps with ongoing efforts to manage existing customer relationships and respond to non-sales inquiries

Minimize subscriber churn through education, coaching, and influence

Educate the customer on core principles for a sustainable configuration

Develop and carry out programs to keep customers informed of product releases relevant to their business

Communicate between Product Management, Technical Support, and the customer for instances when critical product issues need to be escalated

Beginning with a focus on 3scale API Management, extend to develop a complete understanding of Red Hat's portfolio of enterprise solutions

Collaborate 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

Benefits

Estimated Salary : $20 to $28 per hour based on qualifications

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.

All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

Job summary : Red Hat is seeking a customer-focused technology professional to join us as a Customer Success Manager. In this role, you will serve as a trusted adviser to enterprise customers and help them achieve success with our products and maximize the value realized from their subscriptions. You'll take responsibility for onboarding, support, services, adoption, advocacy, retention, and delivery of outcomes. Your primary goal will be to cultivate solid relationships, boost customer satisfaction, and make the contract renewal processes more efficient, easier, and faster. Preferred work locations for this role include our Mountain View, Raleigh, Chicago, and Westford, MA offices. Experienced and well-qualified home-based applicants will also be considered.

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.

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Salary : $20 - $28

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Customer Success Manager - 3scale

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