Customer Success Executive

About The Job

Red Hat is seeking a customer focused technology professional to be a Customer Success 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 you will do:
- Act as the single point of contact for all post-sales activities globally with your customer(s).- Participate in presales activities, including RFP responses related to lifecycle, consulting, and technical support. Engage during proof of concept to ensure consistency across the customer lifecycle.- Work directly with Telco engineering on prioritization of issues, RFEs, and support exceptions for customer projects.- Lead a matrixed team responsible for support and service delivery to your customer(s).- Become a trusted advisor through detailed governance and communication plans.- Manage project risks, actions, issues, and dependencies (RAID) with project managers.- Build project materials including kickoff, status, and closeout reports.- Coordinate with project managers, territory services managers, and the Resource Management Office (RMO) for staffing requirements.- Serve as an agile lead — plan, manage, coach, and drive process improvements.- Drive multi-year customer satisfaction, product adoption, and profitability.- Interact extensively with customers, services sales, product sales, architects, and cross-functional teams.- Participate in key customer meetings and quarterly executive business reviews.- Address escalations related to product management, support, or service delivery.- Manage customer-level profitability, revenue recognition, and project efficiency.- Ensure customer satisfaction through NPS reviews, closed-loop feedback, and remediation plans.- Maintain relationships with customers’ key partners in collaboration with Red Hat partner teams.- Work closely with field teams and strategic partners to ensure high-quality service and support delivery.- Track services performance against KPIs and present results during service reviews.- Build and maintain a plan to migrate customers from partner-embedded to Red Hat direct platforms, in collaboration with technical sales and account teams.- Drive post-sales lifecycle management with strategic partners, including:
- Discovery and assessment of partner solutions and migration plans.- Creation of stakeholder and communication management plans.- Definition of success metrics and SLAs aligned with customer requirements.- Development of joint success and migration plans with timelines and KPIs.- Measurement and reporting of engagement success.- Manage scope and expectations across customer, Red Hat, and partner-led projects.

What you will bring:

- 10+ years of experience in the telecommunications industry.
- 8+ years of experience in customer relationship or project management roles.
- Strong background in telecommunications networking, IT components, and software development.
- Understanding of NFV/SDN, mobile networks (5G, 4G, 3G, 2G), RAN, and fixed networks.
- Excellent interpersonal and communication skills at all organizational levels.
- Bachelor’s degree in Engineering/Technology or related field; equivalent industry certifications (CCNP, JCNP, etc.) accepted.
- Project management or Scrum certifications are a plus.
- Strong program management and leadership experience.
- Proven ability to lead diverse, cross-functional teams.
- Experience in continuous improvement, operational efficiency, and governance.
- Ability to implement operational metrics and drive process improvements.
- Passion for open source software and commitment to diversity.

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About Red Hat

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