[Hiring] Telecommunications Delivery Lead @Red River

Role Description

Red Hat is seeking a customer­ focused technology professional to be a Delivery Executive for critical growth Telecommunications customers. 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.

• 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.
• Work directly with Telco engineering on prioritization of issues, RFEs and Support Exceptions necessary for customer projects.
• Lead a matrixed team responsible for support and service delivery to your customer(s).
• Become a trusted advisor to your customer(s) through detailed governance and communication plans.
• Manage project risks, actions, issues and dependencies (RAID), in collaboration with dedicated project managers.
• 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.
• Drive multi-year customer satisfaction, product absorption and profitability.
• Extensive interaction with customers, services sales, product sales support, architects and other members of cross-functional teams.
• Participate in key customer meetings and 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.
• Ensure remediation plans are executed for all detractors internally and externally.
• Maintain relationships with your customers’ key partners, in collaboration with Red Hat partner teams.
• Build and maintain a plan for your customer(s) to migrate them from a partner embedded solution to a Red Hat direct platform.
• Accountable for driving the post sales lifecycle when working with strategic partners.
• Manage scope and expectations on both customer, Red Hat and occasionally partner-led projects.

Qualifications

• 10+ years telecommunications experience.
• 8+ years experience as a customer relationship or project manager.
• 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.
• Excellent interpersonal and communication skills at all levels of an organization.
• 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 from a variety of disciplines.
• Strong experience in continuous improvement initiatives focused on operational efficiency, service quality and governance/compliance.
• Proven ability to implement operational metrics and translate to process improvement initiatives.
• Demonstrated passion for open source software and a commitment to diversity.
• Travel, as needed, to meet the requirements of the role in alignment with business/customer needs.

Company Description

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.