Customer Success Executive (Telco)

About The Job:

Red Hat is seeking a customer focused technology professional to be a Delivery Executive for critical growth Telecommunications customers. In this role you will serve as a trusted advisor to customers, accountable for their success with our products and maximizing the value realized from Red Hat product subscriptions. You will be critical to the long term success of Red Hat's subscription based business model and will be responsible for the delivery of customer outcomes measured by customer satisfaction, renewals and incremental sales. You will coordinate with cross-functional teams and provide project and software portfolio management on both complex customer-led projects and projects driven by Red Hat Services. For some customers, you will work closely with a strategic partner to ensure there is an established stakeholder management plan, alignment on goals/key initiatives and collaboration on migration plans to Red Hat infrastructure solutions for the post sales lifecycle. You must be organized, detail-oriented and have substantial experience managing IT and software consulting projects, relying on traditional systems and software development methodologies. Your ultimate goal will be to cultivate strong customer relationships and boost customer value realization for your customer’s Red Hat investments. 

What Will You Do:

•  Act as the single point of contact for all post sales activities, globally, with your customer(s). 

• Actively participate in presales activities to include answering Request for Proposal (RFP) questions related to lifecycle, consulting and technical support. Engage during the proof of concept phase to ensure consistency through the full customer lifecycle. 

• Work directly with Telco engineering on prioritization of issues, RFEs and Support Exceptions necessary for customer projects. Lead a matrixed team responsible for support and service delivery to your customer(s). 

• Become a trusted advisor to your customer(s) through detailed governance and communication plans, effectively managing Red Hat’s role in the deployment, use and life-cycle management of Red Hat products through training, high touch support, projects and subscription based engagements. 

• Manage project risks, actions, issues and dependencies (RAID), in collaboration with dedicated project managers, where engaged. 

• Build content for project activities to include project kickoff, project status and project closeout.

• Coordinate with project managers, territory services managers and the Resource Management Office (RMO) to manage project staffing requirements. Serve as an agile lead, including planning, team management, process management and improvement, team forming for building trust and collaboration and coaching of product owners. 

• Drive multi-year customer satisfaction, product absorption and profitability. Extensive interaction with customers, services sales, product sales support, architects and other members of cross-functional teams. 

• Participate in key customer meetings and quarterly executive business reviews. 

• Address escalations from customers and Red Hat sales account teams related to product management, support and service delivery issues. 

• Manage customer level profitability, driving revenue recognition, manage efficiencies, drive productivity, oversee projects successfully while meeting revenue and cost budgets. 

• Accountable for customer satisfaction by delivering regular reviews of NPS scores with Account Teams, execute closed loop processes for all detractors internally and externally and ensure remediation plans are executed. Demonstrated understanding of emerging technologies and their impact on the existing architecture and business service offerings. 

• Maintain relationships with your customers’ key partners, in collaboration with Red Hat partner teams, to drive success on multi-vendor solutions. 

• Work closely with the field-facing team as a strategic partner of your customer(s), ensuring high quality service and support delivery to the end customer through this partner channel. Track services performance related to embedded service KPIs and report out during regular service reviews with this partner. 

• Build and maintain a plan for your customer(s) to migrate them from a partner embedded solution to a Red Hat direct platform still supporting the partner application. Collaborate with the technical sales team on the build up of the plan and collaborate with account executives closer to migration time. 

What Will You Bring:

• 5+ years telecommunications experience. 

• 8+ years experience as a customer relationship or project manager with project scope development, managing expectations and risk/issue mitigation for impediment removal. 

• Experience with complex telecommunications networking, IT technical components and software development. 

• Understanding of NFV/SDN as well as mobile networking (5G, 4G, 3G, 2G), RAN and fixed networks (network architectures, service models, service provisioning). 

• Excellent interpersonal and communication skills at all levels of an organization.

• Bachelor in Engineering/Technology, related field or equivalent Industry certification (CCNP, JCNP, etc). Project management or scrum certifications are a plus. 

• Strong understanding of program management and leadership experience with project managers.

• Experience leading diverse teams, formally or informally, from a variety of disciplines including engineering, product management, project management, customer support and service delivery.

• Strong experience in continuous improvement initiatives focused on operational efficiency, service quality and governance/compliance. 

• Proven ability to implement operational metrics and translate metrics to process improvement initiatives. 

• Demonstrated passion for open source software and a commitment to diversity

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.

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)
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