Training Experience Specialist Italy

Job description

The Red Hat Training and Certification team is seeking a customer-focused and results-driven individual to fill the role of Training Experience Specialist. The preferred location is (Rome or Milan), with an option of partially working from home. 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. 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) 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 Italian 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 Pay Transparency Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay alignment. Annual/hourly salary is one component of Red Hat’s compensation package. This position may also be eligible for variable incentive bonus, sales commission, and/or equity. 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 application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.