Customer Success Manager

null, null, es
Company: Red Hat, Inc.
Category: Arts, Design, Entertainment, Sports, and Media Occupations
Published on 2021-07-30 10:07:04

The Red Hat Strategic Customer Engagement team is looking for a Customer Success Manager to join us in Spain. In this role, you will serve as a point of contact between our customers and Red Hat. You will engage with customers, serving as a customer advocate within Red Hat and working with the Support Delivery team to ensure that all customer needs are met. You'll need to have the ability to communicate and listen effectively and handle customer needs in difficult scenarios. Successful applicants must reside in a country where Red Hat is registered to do business.

Primary job responsibilities

  • Develop a complete understanding of Red Hat's portfolio of enterprise solutions
  • Understand the nature and culture of assigned customer accounts
  • Arrange for regular feedback and update calls with customers
  • Communicate with the sales team for quarterly account reviews
  • Maintain an oversight of cases and attempt to identify potential issues early on
  • Receive and respond to account escalation calls from customers and Red Hat's sales account teams
  • Provide notifications to customers
  • Develop success plans for customers that outline their crucial success factors, metrics for success, and potential issues; provide recommendations
  • Ensure a seamless experience for customers during adoption and deployment of our solutions
  • #LI-DNI

    Required skills

  • 5+ years of account management or technical customer service experience, preferably within an enterprise software industry
  • Ability to manage critical customer support escalations
  • Demonstrated ability to learn new skills quickly
  • Familiarity with Red Hat's solutions portfolio and subscription business model
  • Outstanding written and verbal communication skills
  • Ability to critically assess and prioritize requests
  • Good planning and organizational skills; ability to organize workload and manage your time
  • Ability to establish working relationships at all levels within an organization
  • Understanding of and passion for open source software principles
  • Good understanding of technical support and professional services processes and workflows
  • Fluent language skills in Spanish and English
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