The Red Hat Customer Experience and Engagement (CEE) team is seeking a Customer Success Manager to join us in Beijing, China. In this role, you'll provide a personal link for our customers to Red Hat. You will engage with the customer, act as the customer's advocate within Red Hat, and work with the Support Delivery team to ensure that the customer's needs are being met. Though this is not a technical role, some technical knowledge would be beneficial. We'll need you to be able to communicate and listen actively while handling customers' needs in difficult scenarios.
Primary responsibilities:
Understand the nature and culture of the assigned customer accounts
Coordinate regular feedback and update calls with customers
Communicate with the Sales team for quarterly account reviews
Maintain oversight of cases and attempt to catch potential roadblocks early
Receive and respond to account escalation calls from customers and Red Hat sales account teams
Provide proactive notifications to customers
Required Skills:
Previous customer service, help desk, or sales and pre-sales experience, preferably at a technology-oriented company
Demonstrated ability to learn new skills rapidly
Outstanding written and verbal communication skills
Fluent English language skills
Ability to critically assess and prioritize requests
Good planning and organizational skills
Ability to establish working relationships at all levels within an organization
Understanding of and passion for open source software principles