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.

• 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

• 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

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
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.