Customer Success Manager
Red Hat, Inc.
Diegem, BE
2 dagen geleden

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 Strategic Customer Engagement team is looking for a Customer Success Manager to join us in Diegem, Belgium. In this role, you'll serve as a point of contact between our customers and Red Hat.

You will engage with customers, serve as a customer advocate within Red Hat, and work with the Support Delivery team to ensure that all customer needs are met.

You’ll need to be able to communicate effectively and be a good listener while handling customer needs in difficult scenarios.

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
  • 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
  • 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 Dutch or French language skills are a must
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