Senior Manager, Customer Success
3 days ago
**Job Summary**
The Red Hat Customer Success team is looking for a proven leader to drive Customer Success Practices and lead Customer Success Practice Team for GEMs region to join us in Singapore. In this role, you will be responsible for driving customer success and product adoption for a targeted set of customers and have revenue, adoption, renewal and customer loyalty goals for our business. This role has two major areas of focus: You will lead a team of Customer Success Executives and Customer Success Managers and implement customer success and adoption strategies across your customer base in collaboration with multiple teams at Red Hat. You will also lead a team of Technical Account Managers and work closely with the regional /sub-regional customer success and sales managers to strategically position the TAM value proposition using a solutions-led sales model. This position has a dual reporting structure to the Regional Customer Success Leader and the APAC Customer Success Practice Leader.
**Primary Job Responsibilities**
- Work collaboratively with enterprise & telco customer success and sales teams across a diverse account base on strategies for driving adoption, account expansion/retention, and loyalty
- Able to clearly and concisely explain the business and technical value of Red Hat, our products and solutions and how they address your customer’s strategic priorities
- Assess key business challenges, develop high level strategies for customer success within your area.
- Ensure Customers achieve maximum value from their investment using a programmatic, measurable approach during each phase of the customer lifecycle
- Support the sales team and work with sales management to ensure financial targets are achieved including subscriptions for Red Hat's offerings
- Be responsible for meeting the regional customer success team’s business objectives, including financial targets, team billable utilization levels, and successful customer delivery
- Ensure that common and consistent operational standards and procedures are in place and enforced; review and improve them as needed to optimize workflow and organization for efficiency and scalability
**Required Skills**:
- Demonstrated experience in people management; experience with management in a matrix environment
- Proven success in a customer facing role with a successful record of holding a leadership position within a customer success or services organization
- Deep understanding of both software business and services business with the ability to work in a rapidly growing environment
- Ability to handle sensitive, one-on-one conversations with tact and communicate sensitive or debatable messages effectively
- Understanding of the relationship between customer success and services teams and other teams like sales, engineering, or support
- Comfortable guiding and conducting presentations for customers, general public, and for internal audiences
- Effective communication skills with the ability to maintain Red Hat's style of messaging and perspective
- Passion for open source, software, tooling, and automation
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