Client Success Support Strategist – UK Shift
Ziff Davis
Customer Success Executive – Telco
Red Hat
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇳 India
Visit company websiteJob Level
SeniorLead
Tech Stack
Open Source
About the role
- Act as the single point of contact for all post-sales activities globally with your customer(s)
- Participate in presales activities, including RFP responses related to lifecycle, consulting, and technical support
- Engage during proof of concept to ensure consistency across the customer lifecycle
- Work directly with Telco engineering on prioritization of issues, RFEs, and support exceptions for customer projects
- Lead a matrixed team responsible for support and service delivery to your customer(s)
- Become a trusted advisor through detailed governance and communication plans
- Manage project risks, actions, issues, and dependencies (RAID) with project managers
- Build project materials including kickoff, status, and closeout reports
- Coordinate with project managers, territory services managers, and the Resource Management Office (RMO) for staffing requirements
- Serve as an agile lead — plan, manage, coach, and drive process improvements
- Drive multi-year customer satisfaction, product adoption, and profitability
- Interact extensively with customers, services sales, product sales, architects, and cross-functional teams
- Participate in key customer meetings and quarterly executive business reviews
- Address escalations related to product management, support, or service delivery
- Manage customer-level profitability, revenue recognition, and project efficiency
- Ensure customer satisfaction through NPS reviews, closed-loop feedback, and remediation plans
- Maintain relationships with customers’ key partners in collaboration with Red Hat partner teams
- Work closely with field teams and strategic partners to ensure high-quality service and support delivery
- Track services performance against KPIs and present results during service reviews
- Build and maintain a plan to migrate customers from partner-embedded to Red Hat direct platforms, in collaboration with technical sales and account teams
- Drive post-sales lifecycle management with strategic partners, including: Discovery and assessment of partner solutions and migration plans
- Creation of stakeholder and communication management plans
- Definition of success metrics and SLAs aligned with customer requirements
- Development of joint success and migration plans with timelines and KPIs
- Measurement and reporting of engagement success
- Manage scope and expectations across customer, Red Hat, and partner-led projects.
Requirements
- 10+ years of experience in the telecommunications industry
- 8+ years of experience in customer relationship or project management roles
- Strong background in telecommunications networking, IT components, and software development
- Understanding of NFV/SDN, mobile networks (5G, 4G, 3G, 2G), RAN, and fixed networks
- Excellent interpersonal and communication skills at all organizational levels
- Bachelor’s degree in Engineering/Technology or related field; equivalent industry certifications (CCNP, JCNP, etc.) accepted
- Project management or Scrum certifications are a plus
- Strong program management and leadership experience
- Proven ability to lead diverse, cross-functional teams
- Experience in continuous improvement, operational efficiency, and governance
- Ability to implement operational metrics and drive process improvements
- Passion for open source software and commitment to diversity.
Benefits
- Flexible working hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
telecommunications networkingIT componentssoftware developmentNFVSDNmobile networksRANproject managementScrumoperational metrics
Soft skills
interpersonal skillscommunication skillsleadershipprogram managementcontinuous improvementoperational efficiencygovernanceteam leadershipcustomer satisfactionprocess improvements
Certifications
CCNPJCNPproject management certificationScrum certificationBachelor’s degree in EngineeringBachelor’s degree in Technologyequivalent industry certifications
