Red Hat Customer Success Manager - APAC in Tokyo, Japan

Job description

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

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

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 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 ..