Red Hat Customer Success Manager - APAC in Tokyo, Japan
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 Customer Experience and Engagement (CCE) team is seeking a Customer Success Manager to join us in Tokyo, Japan. 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 job 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
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 Japanese 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
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.
Job ID 51612
Department Technical Support
Location JP - Tokyo
Posting date 11/15/2016
Remote base ..