Training Experience Specialist

About the role

The Program Manager - Business exercises judgment while following general instructions to support the program management lifecycle. This role works with minimal instruction to prioritize and deliver work that supports business requirements, focusing on routine and semi-routine program tasks of limited complexity. Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws. What Will You 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) 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. Work closely with sales teams to identify upsell opportunities and potential expansion of learning services. What Will You Bring: Bachelor's degree in a relevant field. 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. About Red Hat 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. Inclusion at Red Hat Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village. Equal Opportunity Policy (EEO) Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law. Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee. Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job appl