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Posted about 1 year ago

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

The Red Hat Strategic Customer Engagement team is looking for a Customer Success Manager to join us in Dubai, United Arab Emirates. In this role, you'll serve as a point of contact between our customers and Red Hat. You will engage with customers, serve as a customer advocate within Red Hat, and work with the Support Delivery team to ensure that all customer needs are met. You’ll need to be able to communicate effectively and be a good listener while handling customer needs in difficult scenarios.

  • Develop a complete understanding of Red Hat's portfolio of enterprise solutions
  • Understand the nature and culture of assigned customer accounts
  • Arrange for regular feedback and update calls with customers
  • Communicate with the Sales team for quarterly account reviews
  • Maintain an oversight of cases and attempt to identify potential issues early
  • Receive and respond to account escalation calls from customers and Red Hat’s sales account teams
  • Provide notifications to customers
  • Develop success plans for customers that outline their crucial success factors, metrics for success, and potential issues; provide recommendations
  • Ensure a seamless experience for customers during adoption and deployment of our solutions

  • 5+ years of account management or technical customer service experience, preferably within an enterprise software industry
  • Ability to manage critical customer support escalations
  • Demonstrated ability to learn new skills quickly
  • Familiarity with Red Hat's solutions portfolio and subscription business model
  • Outstanding written and verbal communication skills
  • Ability to critically assess and prioritize requests
  • Good planning and organizational skills; ability to organize workload and manage your time
  • Ability to establish working relationships at all levels within an organization
  • Understanding of and passion for open source software principles
  • Good understanding of technical support and professional services processes and workflows

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.