Customer Success Executive

About the role:

The Red Hat Customer Success organization is looking for an experienced enterprise Customer Success Executive professional to join us in the FSI vertical. In this role, you will serve as a trusted advisor to customers by helping them achieve success with Red Hat and maximizing the value realized from subscriptions of Red Hat’s offerings and services. You will have a key role in the long-term success of Red Hat's subscription-based business model and be responsible for onboarding, adoption, advocacy, retention, and growth in the accounts you’ll support.

• Establish a trusted advisor relationship with customer executive leaders, sponsors, and key stakeholders so that all of Red Hat's activities are closely aligned with the customer's business goals.
• Clearly and concisely explain the business and technical value of Red Hat, its offerings, and solutions, and how they address the customer’s strategic priorities.
• Assess key business challenges, develop high-level strategies for customer success, coordinate delivery, and inspire stakeholders to ensure successful customer outcomes.
• Define and deliver customer success and adoption strategy with your customers and be an advocate for their needs by being a voice of the customer back in Red Hat.
• Lead, coordinate, inspire, and focus organizational energy across Red Hat, including marketing, sales, product development, customer success, technical support, and partner teams to deliver on the customer success strategy.
• Ensure that customers achieve maximum value from their investment using a programmatic, measurable approach during each phase of the customer life cycle.
• Minimize subscriber churn through continuous engagement, value realization, education, coaching, and persuasion.
• Work collaboratively with enterprise sales teams across a diverse account base on strategies for promoting adoption, account expansion, retention, and loyalty.
• Recommend specific solutions to increase customers value which will improve customer sentiment, move them towards their goals, and increase Red Hat's expansion revenue.
• Partner and collaborate with marketing teams to build customer referenceability.
• Facilitate engagement across functional areas of the company, including marketing, sales, services, product management, engineering, finance, training, and technical support teams to handle issues impacting customer success.

• 7 years of account management or customer success experience, preferably within the enterprise software industry.
• Solid experience and understanding of the financial services industry.
• Experience advocating for customers and an ability to foster and cultivate relationships with key customers and partners by delivering best‑in‑class subscription value.
• Outstanding communication skills to lead onsite and virtual strategic business reviews highlighting aspects of customer success with stakeholders ranging from individual contributors to executive leadership.
• Experience leading large projects and guiding solutions for complex business challenges and technical issues.
• Experience coordinating across functions, including executive leadership, management, sales, customer success, technical support, professional services, marketing, and engineering to meet account performance objectives and customer expectations.
• Solid understanding of the open source development model and open source software solutions such as cloud computing, common enterprise software applications, and Dev Ops.
• Good understanding of enterprise technical support and professional services processes and workflows.
• Experience with  (SFDC) and familiarity with other leading customer relationship management, customer success, case management, and analytics solutions.
• Excellent time management skills and the ability to prioritize your workload.
• Proficiency articulating the business value associated with Red Hat’s offerings and solutions, with a demonstrated ability to guide these discussions with customers.

The salary range for this position is $ - $ (inclusive of base pay + target incentive compensation). Actual offer will be based on your qualifications. Red…