The Customer Success Executive is responsible for customer success planning and associated technical engagements designed to ensure customers are successful in realizing value from Red Hat products and platforms in Japan.

You will work with select customers to develop success plans and lead discussions with senior customer executives, Enterprise Architects, IT Management and Developers.

You will collaborate with a variety of internal and external teams to develop proof of concepts and programs and oversee implementation projects to ensure technical, process and program blockers are removed and customers realize the value of their investment.

What You Will Do

Understand customers' overall Red Hat portfolio, technical and business priorities, and success measures.

Create and execute customer success plans with discrete projects, milestones, and actions to achieve customers' business objectives by tasking technical execution teams.

Identify opportunities for increased consumption, track monthly consumption against targets and plan key deployment timelines and milestones.

In collaboration with others, apply technical knowledge and customer insights to create a migration and modernization roadmap for applicable workloads and applications.

Orchestrate Design and Discovery Sessions to build plans for implementing solutions – governing design in line with customer business goals.

Be the Voice of the Customer. Share insights and best practices, and connect with Engineering and Product teams to remove blockers.
Target and resolve issues to remove impediments in order to prove the value of implementing Red Hat technologies.

Assess the customer's knowledge of Red Hat's products and overall cloud readiness to support customers through a structured learning plan and ensure delivery through partners.

What You Will Bring

5+ years working in enterprise software from a customer success management, technical consulting, technical project management, technical sales, support or Quality Assurance (QA) perspective.

Experience with technical project planning and execution management.
Ability to independently deliver consultative type customer facing engagements.
Practical knowledge of DevOps and agile concepts, application development and deployment tools.
Practical experience with one or more Public Cloud providers (AWS, Azure, GCP, IBM Cloud) and their integration with enterprise customers is a plus, with recent Public Cloud certification a distinct

Experience with Kubernetes based solutions, such as the Red Hat OpenShift Container Platform and the greater Kubernetes ecosystem is considered to be a major plus.

Effectively bilingual in English and Japanese

カスタマーサクセスエグゼクティブは、日本国内の顧客が Red Hat 製品やプラットフォームから最大限の価値を享受できるよう、カスタマーサクセス計画の策定およびテクニカルエンゲージメントの推進を担います。特定の主要な顧客と共同でサクセスプランを策定し、顧客側のエグゼクティブ層やエンタープライズアーキテクト、IT マネジメント、開発者の方々との対話をリードしていただきます。社内外の多様なチームと連携し、概念実証やプログラムの開発を推進します。また、導入プロジェクト全体を監督し、テクニカル、プロセス、プログラム上の障害を取り除くことで、顧客の投資価値を確実に実現させる役割を担います。

職務内容

顧客の Red Hat 製品ポートフォリオの全容、テクニカルおよびビジネス上の優先事項、成功の定義を理解する。
顧客のビジネス目標を達成するため、テクニカル実行チームにタスクを割り当て、個別のプロジェクト、マイルストーン、およびアクションを盛り込んだカスタマーサクセス計画を策定して実行する。
製品利用を拡大する機会を特定し、月次の利用状況を目標に照らして追跡する。また、主要なデプロイメントのスケジュールやマイルストーンの策定を行う。
関係各所と連携し、テクニカルな知見と顧客への深いインサイトを活かして、最適なワークロードやアプリケーションの移行およびモダナイゼーションに向けたロードマップを策定する。
デザイン/ディスカバリーセッションを主導し、ソリューション導入に向けた計画を構築する。また、顧客のビジネス目標に沿った形で設計を管理する。
顧客の声を代弁し、社内に反映させる。インサイトやベストプラクティスを共有し、エンジニアリングチームおよび製品チームと連携して、課題の解消にあたる。
課題の特定と解決を通じて阻害要因を排除し、Red Hat テクノロジーの導入価値を証明する。
Red Hat 製品に関する顧客の知識やクラウド環境への準備状況を評価し、体系的なラーニングプランを通じて顧客を支援する。また、パートナー企業と連携し、確実なサービス提供を実現する。

応募資格

カスタマーサクセスマネジメント、テクニカルコンサルティング、テクニカルプロジェクトマネジメント、テクニカルセールス、サポート、または品質保証 (QA) の領域において、エンタープライズソフトウェアに携わった 5 年以上の実務経験。
テクニカルプロジェクトの計画策定および実行管理の実務経験。
コンサルティング型の顧客対応を主体となって遂行する能力。
DevOps とアジャイルの概念およびアプリケーション開発とデプロイメントツールに関する実践的な知識。
1 つ以上のパブリッククラウドプロバイダー (AWS、Azure、GCP、IBM Cloud) の実務経験、およびエンタープライズ顧客への導入経験があれば尚可。最新のパブリッククラウド認定資格の保有は大きな強み。
Red Hat OpenShift Container Platform などの Kubernetes ベースのソリューションや、Kubernetes エコシステム全般に関する実務経験があれば大きなプラス。
日本語および英語による、実務レベルのコミュニケーション能力。

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)

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, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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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.

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