The Red Hat Global Customer Success team is looking for a customer-focused technology professional to join us as a Customer Success Manager in Jakarta and to serve our strategic customers in Indonesia and Malaysia. In this role, you will serve as a trusted adviser to customers by helping them achieve success with our offerings and maximizing the value realized from Red Hat's subscriptions. You will be critical to the long-term success of Red Hat's subscription-based business model. You'll be responsible for the onboarding, supporting, services, adoption, advocacy, retention, and delivery of outcomes in the form of renewals and incremental sales. As a Customer Success Manager, your ultimate goal will be to cultivate solid customer relationships and boost customer satisfaction to make the contract renewal process faster and easier.
Primary job responsibilities
Establish a trusted adviser relationship with customer executive sponsors and key stakeholders so that all of Red Hat's activities are closely aligned with customer business cases and strategies Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations Help ensure that customers achieve maximum value from their investment and monitor adoption rates of accounts Assist sales representatives with ongoing efforts to manage existing customer relationships and respond to non-sales-related inquiries Minimize subscriber churn through education, coaching, and inspiration Educate the customer on key principles for a sustainable configuration Develop and carry out programs to keep customers informed of the releases of our offerings relevant to their business Serve as the main point of contact between the Product Management and Technical Support teams and customers for instances of escalation of critical issues with our offerings Develop a complete understanding of Red Hat's enterprise offerings and solutions Work closely with the Red Hat Professional Services team to hand over new consulting opportunities and facilitate transitions after implementations Collaborate with the account executives responsible for promoting revenue opportunities across a diverse account base and develop a network of advocates among account management teams Ensure a seamless experience for the customer during their adoption of our offerings and deployment by offering handoffs from sales through the customer onboarding to the Consulting and Technical Support teams Work and collaborate with marketing and PR teams to build customer referenceability
Required skills
5+ years of account management or technical customer service experience, preferably within the enterprise software industry Experience advocating for customers and ability to foster and cultivate relationships with enterprise customers and partners by delivering outstanding subscriber value Experience dealing with large customers and complex business issues Demonstrated ability to manage critical customer support escalations Outstanding communication skills to lead on-site, strategic business reviews, highlighting aspects of customer success with stakeholders ranging from individual contributors to executive management Excellent time management skills; ability to prioritize your workload Excellent knowledge of common enterprise software applications and servers Experience coordinating across functions, including management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations Good understanding of technical support and professional services processes and workflows Experience with ?Salesforce.com? (SFDC) customer relationship management and case management solutions Good understanding of the open source development model and open source software solutions like cloud computing and DevOps Familiarity with Red Hat's portfolio of offerings and subscription business model Bachelor's degree, preferably in a business or technology-related discipline Fluent in Bahasa Indonesian and English
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