Training Experience Specialist Germany; m​/f​/d

Training Experience Specialist

The Red Hat Training and Certification team is seeking a customer-focused and results-driven individual to fill the role of Training Experience Specialist. The preferred location is Stuttgart, with an option of partially working from home. Other locations in Germany will be considered too.

In this role, you will be responsible for fostering strong relationships with customers who have purchased Red Hat Training Services, whether it is standard ILT Classes, Certifications, Red Hat Learning Subscription or Training Units. You will develop learning plans to ensure their success and ultimately drive subscription renewals. You will also create and manage leads (inbound/outbound) and design, implement, and manage campaigns as part of lead generation responsibility.

You will support Red Hat Training Resellers in their daily activities, Q  and act as first contact and escalation point.

What you will do:

• Proactively engage with a high number of assigned customers to understand their learning goals and create plans to ensure they fully utilize and maximize the benefits of their learning subscription and Training Units (TUs).
• Develop and execute a proactive renewal strategy for assigned customer accounts.
• Identify and cultivate customer advocates who can speak to the success of their learning subscription.
• Analyze customer engagement and usage data to identify trends, opportunities, and areas for improvement. Generate regular reports on renewal metrics, providing insights to internal stakeholders.
• Manage inbound leads and outbound leads. This includes overseeing lead nurturing, qualification, distribution, and follow-up to ensure a smooth transition through the sales funnel.
• Design, implement, and manage targeted upsell campaigns to existing customers. This involves identifying opportunities for expanding customer use of products or services, creating strategies to increase customer engagement, and driving incremental revenue through value-added offerings.
• Drive fill rates by promoting the Open Enrolment (OE) training courses and certification exams to the existing customer base through upselling, cross-selling and targeted campaigns.
• Collaborate with product development to address customer feedback and enhance the learning subscription offering.
• Support local sales team to identify upsell opportunities and potential expansion of learning services.

What you will bring:

• Two plus years experience in customer success, account management, or a related role.
• Ability to analyze data and derive actionable insights.
• Results-oriented with a focus on achieving consumption and renewal targets.
• Customer-centric mindset with a passion for ensuring customer success.
• Strategic thinker with the ability to develop and execute renewal plans.
• Exceptional communication, interpersonal and relationship-building skills.
• Self-motivated with a proactive approach to problem-solving.
• Familiarity with learning management systems (LMS), subscription-based business models, and online education platforms is a plus.
• Mastery level in MS Office, Google GSuite or other Office Suite
• Mother tongue German speaker, English written and spoken at Business level. Any other language is welcome
• Bachelor's degree in a relevant field would be a plus.