Customer Success Strategist

7 days ago

Québec, Quebec, Canada Red Hat Canada Limited (f.k.a Cygnus Solutions Canada Limited) Full time

About the Role

Red Hat Canada Limited (f.k.a Cygnus Solutions Canada Limited) is seeking an experienced Enterprise Solutions Architect to lead our technical approach for and with our customers across all phases of the customer lifecycle. This requires a combination of skills, from pre-sales technical leadership to post-sales customer success execution. The ideal candidate will possess both technical expertise and a customer-centric mindset to ensure successful customer engagements and drive long-term customer satisfaction and growth.

Key Responsibilities

  • Become the technical leader at assigned customer accounts, building strong relationships to better understand their goals, challenges, and desired outcomes and become the trusted advisor to their technical teams.
  • Be the technical advisor to the Sales team, providing guidance on all technical aspects of the sales process.
  • Collaborate with the Sales team to understand customer requirements and technical needs, identifying and mitigating technical sales blockers.
  • Assist in developing proposals and responding to RFPs (Request for Proposals) with technical expertise and solution recommendations.
  • Design solutions to address customer challenges, aligning with their business objectives.
  • Lead the technical sales conversation, conveying the ways in which Red Hat's portfolio and architected solutions address the customer's business and organizational requirements.
  • Prove through demonstration and discussion how the use of Red Hat's portfolio will solve customer issues and challenges.
  • Create, manage, and execute Customer Success Plans, collaborating with Sales, Customer Success, Adoption, and Consulting teams to ensure successful onboarding and implementation of Red Hat's solutions.
  • Influence the Account Plan, collaborating with the Account team to increase pipeline and close opportunities.
  • Partner with the Account Executive to operate according to account strategy, coordinating and holding accountable the extended sales team.
  • Own the technical win for each sales opportunity, orchestrating the people and resources to achieve the customers' acceptance of proposed technical solutions.
  • Partner closely with Sales, Engineering, Product Management, and Support to ensure seamless execution of customer engagements.
  • Provide ongoing technical support and guidance to customers, addressing issues that arise.
  • Conduct regular check-ins with customers to assess satisfaction levels and identify opportunities for expansion or upselling.
  • Serve as a liaison between customers and Red Hat's internal teams, conveying customer feedback, requirements, and technical needs.

Requirements

  • Bilingual proficiency in French & English
  • 10+ years of experience as a sales engineer, consultant, IT architect, or an equivalent role within enterprise accounts
  • Ability to interpret customer business and technical needs
  • Strong technical background with experience in solution architecture, consultative selling, and complete sales process management (pre and post sales)
  • Foundational level knowledge of Red Hat's portfolio of products and an advanced level of knowledge of Red Hat Enterprise Linux, Ansible, OpenShift, Cloud, and DevOps
  • Excellent communication and executive presentation skills, with the ability to convey and demonstrate complex technical concepts to both technical and non-technical audiences
  • Proven experience in customer success and technical account planning, account management, or related roles, with a focus on delivering exceptional customer experiences
  • Strong cross-functional collaborator with the ability to build and maintain strong relationships with customers and internal stakeholders
  • Strong discovery, problem-solving, and analytical skills to understand customer requirements and design appropriate solutions
  • Able to adapt and flexibly work in a fast-paced, dynamic environment
  • Strong project management skills to manage multiple customer accounts and prioritize tasks effectively
  • Understanding of sales engagement business impacts and ability to quickly gain expert knowledge of the customer's business
  • Willingness to travel as needed to meet the needs of the business and our customers

About Red Hat

Red Hat is the world's leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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.

Diversity, Equity & 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 diverse 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.

Equal Opportunity Policy (EOP)

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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