Executive

• Engage with your customers fluently in English & French.
• Act as the single point of contact for all post sales activities with your customer(s) in EMEA.
• 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.
• Lead a matrix team responsible for support and service delivery to your customer(s).
• Manage project risks, actions, issues and dependencies (RAID), in collaboration with dedicated project managers, when/where engaged.
• Build content for project activities to include project kickoff, project status and project closeout.
• Coordinate with project managers, territory services managers and the Resource Management Office (RMO) to manage project staffing requirements.
• 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.
• Drive multi-year customer satisfaction, product adoption and profitability.
• Extensive interaction with customers, services sales, product sales support, architects and other members of cross-functional teams.
• Work directly with Telco engineering on prioritization of issues, RFEs and Support Exceptions necessary for customer projects.
• Participate in key customer meetings and deliver quarterly executive business reviews.
• 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.
• Maintain relationships with your customers’ key partners, in collaboration with Red Hat partner teams, to drive success on multi-vendor solutions.
• Track services performance related to embedded service KPIs and report on during service reviews with partners.
• 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.

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Teleco Delivery Executive, French Speaker