Red hat LATAM Telco Delivery Executive 

Brazil, São Paulo, São Paulo 

494937772

Telecommunications Delivery Executive - LATAM

What you will do:

• Act as the single point of contact for all post sales activities, globally, with your customer(s).

• Actively participate in presalesactivities 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, 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.

• 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 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, 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.

• Work closely with the field-facing team as a strategic partner of your customer(s), ensuring high quality service and support delivery to the end customer through this partner channel. Track services performance related to embedded service KPIs and report out during regular service reviews with this partner.

• 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.

• Define migration, onboarding and risk mitigation plan onto the Red Hat platform.

• Measure and report on the success of the engagement related to strategic partners.

• Manage scope and expectations on both customer, Red Hat and occasionally partner-led projects.

What you will bring:

• 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).

• 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, formally or informally, from a variety of disciplines including engineering, product management, project management, customer support and service delivery.

• Strong experience in continuous improvement initiatives focused on operational efficiency, service quality and governance/compliance.

• Proven ability to implement operational metrics and translate metrics to process improvement initiatives.

• Demonstrated passion for open source software and a commitment to diversity.