Red Hat
Location
São Paulo, SP | Brazil
Job description
Red Hat is seeking a customer focused technology professional to be a Delivery Executive for critical growth Telecommunications customers to join us in Sao Paulo, Brazil. In this role you will serve as a trusted advisor to customers, accountable for their success with our products and maximizing the value realized from Red Hat product subscriptions. You will be critical to the long term success of Red Hat's subscription based business model and will be responsible for the delivery of customer outcomes measured by customer satisfaction, renewals and incremental sales. You will coordinate with cross-functional teams and provide project and software portfolio management on both complex customer-led projects and projects driven by Red Hat Services. For some customers, you will work closely with a strategic partner to ensure there is an established stakeholder management plan, alignment on goals/key initiatives and collaboration on migration plans to Red Hat infrastructure solutions for the post sales lifecycle. Your ultimate goal will be to cultivate strong customer relationships and boost customer value realization for your customer’s Red Hat investments.
Act as the single point of contact for all post sales activities, globally, with your customer(s).
Actively participate in presales activities to include answering Request for Proposal (RFP) questions related to lifecycle, consulting and technical support. Engage during the proof of concept phase to ensure consistency through the full customer lifecycle.
Become a trusted advisor to your customer(s) through detailed governance and communication plans, effectively managing Red Hat’s role in the deployment, use and life-cycle management of Red Hat products through training, high touch support, projects and subscription based engagements.
Manage project risks, actions, issues and dependencies (RAID), in collaboration with dedicated project managers, where engaged.
Build content for project activities to include project kickoff, project status and project closeout.
Serve as an agile lead, including planning, team management, process management and improvement, team forming for building trust and collaboration and coaching of product owners.
Address escalations from customers and Red Hat sales account teams related to product management, support and service delivery issues.
Manage customer level profitability, driving revenue recognition, manage efficiencies, drive productivity, oversee projects successfully while meeting revenue and cost budgets.
Accountable for customer satisfaction by delivering regular reviews of NPS scores with Account Teams, execute closed loop processes for all detractors internally and externally and ensure remediation plans are executed.
Demonstrated understanding of emerging technologies and their impact on the existing architecture and business service offerings.
Build and maintain a plan for your customer(s) to migrate them from a partner embedded solution to a Red Hat direct platform still supporting the partner application. Collaborate with the technical sales team on the build up of the plan and collaborate with account executives closer to migration time.
Accountable for driving the post sales lifecycle when working with strategic partners. This includes and is not limited to:
Driving discovery to validate and assess the maturity of the strategic partner solutions and migration plan to a Red Hat infrastructure solution in collaboration with the Red Hat sales team.
Creating a stakeholder and communication management plan between Red Hat, the strategic partner and end customer.
Assessment and creation of success metrics and SLA that complies to end customer requirements.
Develop a joint success plan that provides a strategic, actionable plan for migration to Red Hat infrastructure solution that include the end customer’s business goals, outcomes, KPIs and success criteria as well as a detailed timeline.
Measure and report on the success of the engagement related to strategic partners.
10+ years telecommunications experience.
8+ years experience as a customer relationship or project manager with project scope development, managing expectations and risk/issue mitigation for impediment removal.
Experience with complex telecommunications networking, IT technical components and software development.
Understanding of NFV/SDN as well as mobile networking (5G, 4G, 3G, 2G), RAN and fixed networks (network architectures, service models, service provisioning).
Bachelor in Engineering/Technology, related field or equivalent Industry certification (CCNP, JCNP, etc). Project management or scrum certifications are a plus.
Strong understanding of program management and leadership experience with project managers.
Experience leading diverse teams, formally or informally, from a variety of disciplines including engineering, product management, project management, customer support and service delivery.
Proven ability to implement operational metrics and translate metrics to process improvement initiatives.
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