About The Job
The Red Hat Training and Certification team is seeking a customer-focused and results-driven individual to join the RHLS Engagement team. This is for a newly set up function with the goal to drive engagement and consumption for RHLS (Red Hat Learning Subscription) customers. In this pivotal role, you will be responsible for fostering strong relationships with customers globally who have purchased a Red Hat Learning Subscription. You will work closely with the regional sales leaders, sales teams and external customers to help drive consumption and manage customer engagement through the RHLS post sale life cycle. You will be responsible for managing the end to end connection with customers as well as working closely with the regions to frame the approaches to improve consumption and ultimately drive renewals.
What Will You Do
- Proactively engage with customer points of contacts, partners and sales personals to collect customer details to activate their learning subscription.
- Create frequent touch points with customers to follow up on customer's learning progress in order to maximize the benefits of their learning subscription and report back to management on key findings.
- Constantly monitor and analyse consumption and usage data to identify trends, opportunities, and areas for improvement. Generate regular reports on renewal metrics, providing insights to internal stakeholders and leadership.
- Develop and execute proactive renewal conversations and strategy for assigned customer advocates to drive renewal conversations towards the end of the learning cycle.
- Build and maintain reports as well as dashboards to help leadership with visibility into consumption patterns and decision making.
- Regularly connect and collaborate with internal teams (regional leaders, sales team, other support teams) to gather inputs, document business requirements and implement ideas to improve learning consumption goals
- Efficiently record, classify, and act on incoming requests through the web-based ticketing system
- Possess excellent verbal and written communication skills to effectively collaborate and communicate with stakeholders and customers
What Will You Bring
- Overall 8+ years of experience, with at least 2+ years specifically in customer success, account management, or a related function.
- Strong communication, interpersonal and relationship-building skills.
- Excellent reporting skills with the ability to churn error free outputs independently
- Ability to analyze data and derive actionable insights.
- Customer centric mindset with a passion for exceeding stakeholder expectations.
- Ability to work in ambiguous situations
- Familiarity with learning management systems (LMS), Red Hat Sales Cloud (RHSC), Learning Platform, dashboarding tools and subscription-based business models is a huge plus.
- This role requires supporting global time zones, so flexibility to work in rotating or extended shifts is essential.
About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Inclusion at Red Hat
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO)
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.Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [HIDDEN TEXT]. General inquiries, such as those regarding the status of a job application, will not receive a reply.
