Training Experience Specialist Iberia

Red Hat, Inc.; Espagne; Hybride; EUR 45 000 - 60 000; Plein temps

Résumé du poste

Red Hat, Inc. in Madrid (Spain) is seeking a Customer Success professional to foster strong relationships with customers of Red Hat Training Services across ILT Classes, Certifications, Learning Subscriptions, and Training Units.

You will craft learning plans, drive renewals, manage leads, and support resellers to grow renewals and expansions. The role offers hybrid work in Madrid with remote Spain coverage, focusing on upsell, data-driven renewals, and collaboration with product and sales

Qualifications

• Two plus years experience in customer success, account management, or a related role.
• Ability to analyze data and derive actionable insights.
• Results-oriented with a focus on achieving consumption and renewal targets.
• Customer-centric mindset with a passion for ensuring customer success.
• Strategic thinker with the ability to develop and execute renewal plans.
• Exceptional communication, interpersonal and relationship-building skills.
• Self-motivated with a proactive approach to problem-solving.
• Familiarity with learning management systems (LMS), subscription-based business models, and online education platforms is a plus.
• Mastery level in MS Office, Google GSuite or other Office Suite.
• Mother tongue Spanish speaker, English written and spoken at Business level. Any other language is welcome

Responsabilités

• Proactively engage with a high number of assigned customers to understand their learning goals and challenge and create plans to ensure they fully utilize and maximize the benefits of their learning subscription and Training Units (TUs).
• Develop and execute a proactive renewal strategy for assigned customer accounts.
• Identify and cultivate customer advocates who can speak to the success of their learning subscription.
• Analyze customer engagement and usage data to identify trends, opportunities, and areas for improvement. Generate regular reports on renewal metrics, providing insights to internal stakeholders.
• Manage inbound leads and outbound leads. This includes overseeing lead nurturing, qualification, distribution, and follow-up to ensure a smooth transition through the sales funnel.
• Design, implement, and manage targeted upsell campaigns to existing customers. This involves identifying opportunities for expanding customer use of products or services, creating strategies to increase customer engagement, and driving incremental revenue through value-added offerings.
• Drive fill rates by promoting the Open Enrolment (OE) and RHLS-Courses training courses and certification exams to the existing customer base through upselling, cross-selling and targeted campaigns.
• Collaborate with product development to address customer feedback and enhance the learning subscription offering.
• Support local sales team to identify upsell opportunities and potential expansion of learning services.

Connaissances

Customer success

Account management

Data analysis

Renewal strategy

Upsell campaigns

LMS familiarity

MS Office

Google GSuite

Spanish (native)

English (business)

Formation

Bachelor's degree

Outils

MS Office

Google GSuite

Description du poste

Hybrid

Madrid

Remote Spain

Full time

Job Summary

In this role, you will be responsible for fostering strong relationships with customers who have purchased Red Hat Training Services, whether it is standard ILT Classes, Certifications, Red Hat Learning Subscription or Training Units. You will develop learning plans to ensure their success and ultimately drive subscription renewals. You will also create and manage leads (inbound/outbound) and design, implement, and manage campaigns as part of lead generation responsibility. You will support Red Hat Training Resellers in their daily activities, QBR and act as first contact and escalation point.

The preferred location for the successful candidate will be Madrid but we will also consider candidates in other regions of Spain.

What you will do:

• Proactively engage with a high number of assigned customers to understand their learning goals and challenge and create plans to ensure they fully utilize and maximize the benefits of their learning subscription and Training Units (TUs).




• Develop and execute a proactive renewal strategy for assigned customer accounts.




• Identify and cultivate customer advocates who can speak to the success of their learning subscription.




• Analyze customer engagement and usage data to identify trends, opportunities, and areas for improvement. Generate regular reports on renewal metrics, providing insights to internal stakeholders.




• Manage inbound leads and outbound leads. This includes overseeing lead nurturing, qualification, distribution, and follow-up to ensure a smooth transition through the sales funnel.




• Design, implement, and manage targeted upsell campaigns to existing customers. This involves identifying opportunities for expanding customer use of products or services, creating strategies to increase customer engagement, and driving incremental revenue through value-added offerings.




• Drive fill rates by promoting the Open Enrolment (OE) and RHLS-Courses training courses and certification exams to the existing customer base through upselling, cross-selling and targeted campaigns.




• Collaborate with product development to address customer feedback and enhance the learning subscription offering.




• Support local sales team to identify upsell opportunities and potential expansion of learning services.

What you will bring:

• Two plus years experience in customer success, account management, or a related role.




• Ability to analyze data and derive actionable insights.




• Results-oriented with a focus on achieving consumption and renewal targets.




• Customer-centric mindset with a passion for ensuring customer success.




• Strategic thinker with the ability to develop and execute renewal plans.




• Exceptional communication, interpersonal and relationship-building skills.




• Self-motivated with a proactive approach to problem-solving.




• Familiarity with learning management systems (LMS), subscription-based business models, and online education platforms is a plus.




• Mastery level in MS Office, Google GSuite or other Office Suite




• Mother tongue Spanish speaker, English written and spoken at Business level. Any other language is welcome




• Bachelor's degree in a relevant field would be a plus.

#LI-AM4

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/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.

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