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RedHat Customer Success Manager in Bogota, Colombia

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 Customer Experience and Engagement (CEE) team is looking for a Customer Success Manager to join us in Bogota, Colombia. In this role, you will work closely with our support engineers and Sales team, serving as the main point of contact for Red Hat's enterprise-class customers and the Support team. You'll receive and respond to account escalation calls from customers and the Sales team and guide them through complex scenarios. As a Customer Success Manager, you’ll need to have excellent organizational and communication skills because you will track customer success plans, ensure successful adoption of solutions, and help retain customers.

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 strategies

  • Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues; minimize subscriber churn through education, coaching, and persuasion

  • Help ensure that customers achieve maximum value from their investment and monitor adoption rates of accounts; educate customers on key principles for a sustainable configuration

  • Assist sales representatives with ongoing efforts to manage existing customer relationships and respond to non­-sales inquiries; work collaboratively with account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams

  • Develop and carry out programs to keep customers informed of the releases of our offerings relevant to their business

  • Serve as the main point of contact between product management and technical support teams and customers for instances where escalation of critical issues with our offerings is required

  • Work closely with the Red Hat Professional Services team to hand over new consulting opportunities and facilitate transitions after implementations

  • Ensure a seamless experience for our customers during the adoption and deployment of our offerings by offering hand-offs from sales through the customer onboarding to Consulting and Technical Support teams

Required skills

  • Bachelor's degree, preferably in a business or technology ­related discipline; master's degree is a plus

  • Solid written and verbal language skills in English

  • Experience advocating for customers; ability to foster and cultivate relationships with enterprise customers and partners by delivering substantial subscriber value

  • Excellent knowledge of common enterprise software applications and servers

  • Experience coordinating across functions, including management, sales, customer support, professional services, marketing, and engineering, to meet account performance objectives and customer expectations

  • Experience with (SFDC) 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 the Red Hat solutions portfolio and subscription business model

  • Outstanding communication skills to lead on-­site 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.

Job ID 70598

Category Corporate Communications, Technical Support, User Experience