• Associate Manager, Global Customer Success - Western U.S.

    Location US-CA-Remote
    Posting date 1 month ago(5/18/2018 3:13 AM)
    Job ID
    60937
    Category
    Technical Support
    Remote base
    US-CA-Sunnyvale/Los Angeles
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    Oversee customer success activities. Red Hat's Customer Experience and Engagement (CEE) team is looking for an Associate Manager to join us in the Western United States. In this role, you will provide oversight for the Technical Account Management and Customer Success Management teams, which are responsible for premium offerings that provide tailored technical support to strategic customers, build, maintain, and grow long-lasting customer loyalty, and ensure subscription renewal for our offerings. You'll translate the goals and strategies of the CEE team into scalable architectures that provide outstanding business value and user experiences. You'll lead a team of technical account managers and customer success managers to meet customer-centric organizational goals. As an Associate Manager, you will evaluate and recommend the implementation of our support workflow, allocate engineers to appropriately solve customer problems, and ensure that the needs of the business are met. Successful applicants must reside in a state where Red Hat is registered to do business.

    Primary job responsibilities

    • Manage a team of technical account management and customer success management professionals in the Western U.S. region
    • Engage with customers by building relationships to deliver seamless renewals and growth
    • Become a champion for the Sales team within your region
    • Guide the technical account management business with sales within the region
    • Manage customer escalations with highly technical support requests from strategic customers
    • Foster teamwork and cross-functional collaboration between technical support, engineering, product management, sales, and professional services teams and customers to achieve a high degree of customer satisfaction
    • Provide personal mentorship, direction, and skills evaluation to team members to maximize engagement and develop breadth and depth of technical and management skills
    • Develop and administer schedules and performance requirements
    • Provide input on strategies required to meet organizational goals and mentor for specific technical or process areas
    • Participate in hiring processes and cultivate a pipeline of talented candidates
    • Travel as necessary to visit customers and partners and attend conferences and other events

    Required skills

    • Experience leading a team in a technical support, support engineering, or customer services organization in a technology-oriented environment
    • Solid interpersonal skills and ability to identify, develop, and motivate team members
    • Capacity to translate strategic plans into communication and implementation plans; experience guiding significant change management activities
    • Ability to interact effectively and diplomatically throughout all levels of a company with associates from diverse backgrounds
    • Enterprise project management experience
    • Excellent critical thinking skills with the ability to make a timely decision
    • Ability to learn and apply new skills and quickly process and effectively share knowledge
    • Outstanding communication skills; ability to interact courteously and effectively with customers, partners, and third-party vendors
    • Committed to customer service and to providing the best experience possible to customers
    • Bachelor's degree in a technical field, preferably in engineering or computer science
    • Residing in the Western U.S.
    • Solid understanding of open source software solutions and open source as a business model is a big plus
    • Experience with the development of new offerings and services is a plus


    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, uniformed services, 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.

     

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