Red Hat Telco Partner Success Manager in Remote, United States

Company description

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.

Job summary

Serve as a trusted advisor to strategic telecommunications partners throughout the U.S. The Red Hat Global Partner Success team within the broader Customer Experience and Engagement (CEE) team is looking for a Telco Partner Success Manager to join us. In this role, you will focus on ensuring that Red Hat’s partners are fully engaged, that they recognize Red Hat as a preferred technology partner, and that together we deliver an outstanding customer experience. You’ll serve as a point of contact between the Red Hat's telco vertical, support and engineering teams, and our strategic telecommunications partners. As a Telco Partner Success Manager, you will primarily build relationships with a list of named partner accounts and promote aligned success for Red Hat, the partners, and our mutual customers. Your secondary focus will be around tactically engaging other strategic accounts as needed. Work location for the role is flexible, which is why well-qualified, home-based candidates from the U.S. will be considered. Successful applicants must reside in a state where Red Hat is registered to do business.

Primary job responsibilities

  • Establish a trusted advisor relationship with Telco and network function virtualization (NFV) stakeholders so that all of Red Hat's activities are closely aligned with partner business strategies

  • Develop success plans for partners that include relevant KPIs, potential issues, mutual customer alignment, and recommendations

  • Educate partners on the lifecycle of our offerings, certifications, and support best practices

  • Understand your partner's solutions and technology as they relate to Red Hat’s offerings

  • Communicate with support, sales, product management, and engineering teams to advocate for partner needs

  • Onboard strategic partners to ensure that their transition from sales and consulting to technical support is seamless

  • Manage critical partner support escalations and assist with mutual customer escalations

  • Serve as a project coordinator in some situations and hold contributors accountable for deliverables and deadlines

  • Assist with the partner certification process to ensure timely completion

  • Conduct service reviews that highlight partner and program successes, milestones, opportunities and gaps

  • Drive corrective actions and closed-loop efforts

  • Produce communication readouts for internal and external stakeholders

  • Stay up to date on trends in the telecommunications industry and maintain relevant industry knowledge and training to bring value to internal and external stakeholders

Required skills

  • Work experience in the telco industry and understanding of relevant terminology, offerings, and solutions

  • Experience with telecommunication companies powering NFV with open source cloud software; knowledge and experience using Red Hat OpenStack platform to deliver virtualized network features a big plus

  • 5+ years of experience as a partner support, project, program, or account manager

  • Outstanding written and verbal communication skills

  • Experience conducting executive-level meetings and discussions; strategic thinking skills

  • Detail-oriented with excellent follow-up skills; ability to work well in a fast-paced environment with constantly changing priorities

  • Ability to work with minimal supervision; initiative and great business insight

  • Familiarity with Red Hat's enterprise solutions portfolio and related industry offerings

  • Bachelor's degree or equivalent in a technology-related or business-focused discipline

  • Experience providing technical support to customers is a plus

  • Familiarity with the open source development model and open source software solutions like cloud computing and DevOps is a plus

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, uniformed services, 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.

Job ID 62065

Category Technical Support