Customer Success Executive 3

About the role:

The Red Hat Customer Success organization is looking for an experienced enterprise Customer Success Executive professional to join us in the West Region. In this role, you will serve as a trusted advisor to customers by helping them achieve success with Red Hat and maximizing the value realized from subscriptions of Red Hat’s offerings and services. You will have a key role in the long-term success of Red Hat's subscription-­based business model and be responsible for the onboarding, adoption, advocacy, retention, and growth in the accounts you’ll support. As a Customer Success Executive, your ultimate goal will be to cultivate solid customer relationships and boost customer value realization for customers’ Red Hat’s offerings investments.

What you will do

• Establish a trusted advisor relationship with customer executive leaders, sponsors, and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business goals

• Clearly and concisely explain the business and technical value of Red Hat, our offerings and solutions, and how they address the customer’s strategic priorities

• Assess key business challenges, develop high-level strategies for customer success, coordinate delivery, and inspire stakeholders to ensure successful customer outcomes

• Define and deliver customer success and adoption strategy with your customers and be an advocate for their needs by being a voice of the customer back in Red Hat

• Lead, coordinate, inspire, and focus organizational energy across Red Hat, including marketing, sales, product development, customer success, technical support, and partner teams to deliver on the customer success strategy

• Ensure that customers achieve maximum value from their investment using a programmatic, measurable approach during each phase of the customer life cycle

• Minimize subscriber churn through continuous engagement, value realization, education, coaching, and persuasion

• Work collaboratively with enterprise sales teams across a diverse account based on strategies for promoting adoption, account expansion, retention, and loyalty

• Recommend specific solutions to increase customers value which will improve customer sentiment, move them towards their goals, and increase Red Hat's expansion revenue

• Partner and collaborate with marketing teams to build customer reference ability

• Facilitate engagement across functional areas of the company, including marketing, sales, services, product management, engineering, finance, training, and technical support teams to handle issues impacting customer success

What you will bring

• 7 years of account management or customer success experience, preferably within the enterprise software industry

• Experience advocating for customers and an ability to foster and cultivate relationships with key customers and partners by delivering best­-in­-class subscription value

• Outstanding communication skills to lead on­site and virtual strategic business reviews highlighting aspects of customer success with stakeholders ranging from individual contributors to executive leadership

• Experience leading large projects and guiding solutions for complex business challenges and technical issues

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

• Solid understanding of the open source development model and open source software solutions like cloud computing, common enterprise software applications, and DevOps

• Good understanding of enterprise technical support and professional services processes and workflows

• Experience with ​Salesforce.com (SFDC) and familiarity with other leading customer relationship management, customer success, case management, and analytics solutions

• Excellent time management skills and the ability to prioritize your workload

• Proficiency articulating the business value associated with Red Hat’s (or related) offerings and solutions, with a demonstrated ability to guide these discussions with customers