Job Summary
Red Hat is seeking a customer focused technology professional to be a Delivery Executive for critical growth Teleco customers. In this role you will serve as a trusted advisor to customers, accountable for their success with our products and solutions 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 have excellent communication and execution skills, be 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 business value realization for your customer’s investments in Red Hat.
What You Will Do
- Engage with your customers fluently in English & French.
- Act as the single point of contact for all post sales activities with your customer(s) in EMEA.
- Actively participate in presales activities to include answering Request for Proposal (RFP) questions related to lifecycle, consulting and technical support. Engage during the proof of concept phase to ensure consistency through the full customer lifecycle.
- Become a trusted advisor to your customer(s) through detailed governance and communication plans, effectively managing Red Hat’s role in the deployment, use and life-cycle management of Red Hat products through training, high touch support, projects and subscription based engagements.
- Lead a matrix team responsible for support and service delivery to your customer(s).
- Manage project risks, actions, issues and dependencies (RAID), in collaboration with dedicated project managers, when/where engaged.
- Build content for project activities to include project kickoff, project status and project closeout.
- Coordinate with project managers, territory services managers and the Resource Management Office (RMO) to manage project staffing requirements.
- Serve as an agile lead, including planning, team management, process management and improvement, team forming for building trust and collaboration and coaching of product owners.
- Drive multi-year customer satisfaction, product adoption and profitability.
- Extensive interaction with customers, services sales, product sales support, architects and other members of cross-functional teams.
- Work directly with Telco engineering on prioritization of issues, RFEs and Support Exceptions necessary for customer projects.
- Participate in key customer meetings and deliver quarterly executive business reviews.
- Address escalations from customers and Red Hat sales account teams related to product management, support and service delivery issues.
- Manage customer level profitability, driving revenue recognition, manage efficiencies, drive productivity, oversee projects successfully while meeting revenue and cost budgets.
- Accountable for customer satisfaction by delivering regular reviews of NPS scores with Account Teams, execute closed loop processes for all detractors internally and externally and ensure remediation plans are executed. Demonstrated understanding of emerging technologies and their impact on the existing architecture and business service offerings.
- Maintain relationships with your customers’ key partners, in collaboration with Red Hat partner teams, to drive success on multi-vendor solutions.
- Work closely with field-facing teams as a strategic partner of your customer(s) to ensure high quality service and support delivery to end customers through the partner channel. Track services performance related to embedded service KPIs and report on during service reviews with partners.
- Build and maintain a plan for your customer(s) to migrate them from a partner embedded solution to a Red Hat direct platform still supporting the partner application. Collaborate with the technical sales team on the build up of the plan and collaborate with account executives closer to migration time.
- Accountable for driving the post sales lifecycle when working with strategic partners. This includes and is not limited to:
- Driving discovery to validate and assess the maturity of the strategic partner solutions and migration plan to a Red Hat infrastructure solution in collaboration with the Red Hat sales team.
- Creating a stakeholder and communication management plan between Red Hat, the strategic partner and end customer.
- Assessment and creation of success metrics and SLA that complies to end customer requirements.
- Develop a joint success plan that provides a strategic, actionable plan for migration to Red Hat infrastructure solution that include the end customer’s business goals, outcomes, KPIs and success criteria as well as a detailed timeline.
- Define migration, onboarding and risk mitigation plan onto the Red Hat platform.
- Measure and report on the success of the engagement related to strategic partners.
- Manage scope and expectations on both customer, Red Hat and occasionally partner-led projects.
What You Will Bring
- Fluency in English and French.
- Proven telecommunications experience, preferable in mobile networks and cloud infrastructure. Experience with telecommunications networking, IT technical components and software development.
- Understanding of NFV/SDN as well as mobile networking (5G, 4G), RAN and fixed networks (network architectures, service models, service provisioning).
- Proven experience, preferably with international project scope, in managing complex software project and portfolio management, development, managing expectations and risk/issue mitigation
- Strong understanding of program management and leadership experience with project managers.
- Experience leading diverse teams, formally or informally, from a variety of disciplines including engineering, product management, project management, customer support and service delivery.
- Strong experience in continuous improvement initiatives focused on operational efficiency, service quality and governance/compliance.
- Excellent interpersonal and communication skills at all levels of an organization.
- Proven ability to implement operational metrics and translate to process improvement initiatives.
- Demonstrated passion for open source software and a commitment to diversity.
- Travel, as needed, to meet the requirements of the role in alignment with business / customer needs, attending onsite business reviews and key events (20%).
Nice To Have
- Bachelor in Engineering/Technology, related field or equivalent Industry certification (CCNP, JCNP, etc). Project management or scrum certifications are a plus.
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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)
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