About the Job:
The Red Hat Customer Success and Support team for Europe, Middle east, and Africa (EMEA) is looking for a senior project manager, Customer Success. In this role, you’ll maintain and organize operational aspects of the team. You will help provide excellent customer support experience for our enterprise and Telco subscription customerse.As a Support Operations Lead, you will help provide our support services in a timely and well organized manner.
What you will do?
Ensure customers can get the maximum value from and easily use our solutions and subscriptions
Use problem solving skills to help customers achieve measurable business outcomes.
Handle daily to daily support queue, case assignments and team workload
Serve as a point of contact, as part of the support leadership team, for customer and internal escalations
Interact with support associates or customers regarding matters that will require cross-functional collaboration
Monitor and organize daily team workflows and activities, respond to team requests and needs
Plan team’s work, coverage and support team in daily activities
Interact with other teams to ensure smooth customer experience and efficient team work
Being Engaged in Project Management activities in relation to the Support team
Analyzes of Trends ,KPIs
Provide input to improvement programs to develop global support process and procedures across your region and co-ordination with other global support centers
Create and deliver Quarterly Business Reviews (QBRs), presentations to align on goals, priorities and support KPIs.
what you will bring?
5+ years of experience as project manager or customer success manager.
Excellent English language skills
Great communication,prioritization and organizational skills
Ability and willingness to motivate the team and respond to team needs
Ability to deal with changes and guide those
The following are considered are a plus:
Experience in a customer facing position
Technical background
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 [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply.
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