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.
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;
Ensure a seamless experience for customers during adoption and deployment of our solutions
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