• Director - Customer Experience and Engagement, The Americas

    Location US-NC-Raleigh
    Posting date 3 weeks ago(11/19/2019 11:16 AM)
    Job ID
    74754
    Category
    Technical Support
  • 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

    Ensure successful account renewal and the growth of Red Hat’s unique subscription model based on open source software solutions through a focused customer engagement strategy throughout North and South America. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Director for the Americas team to join us in Raleigh, NC. In this role, you will lead aspects of the functions across the Americas, including customer service, customer success, escalation management, and technical support delivery. You will maintain a close alignment with the Red Hat offerings and technologies in partnership with the CEE Product Experience team, to guide customer needs on offering readiness and resolution of critical situations. You’ll improve the customer experience with CEE, promote best practices across the Americas that are aligned with key stakeholders, and contribute to the definition and evolution of the global CEE strategy. As a Director, you’ll be heavily involved in customer-facing activities in both proactive and escalated situations. You’ll engage in presales activities to help position Red Hat’s value proposition. You'll also represent the CEE team to peer organizations, actively participate in CEE projects, and ensure close alignment and collaboration across teams. You'll need to have people management responsibility within an established organization across North and South America with a solid existing leadership team.

    Primary job responsibilities

    • Create an outstanding reputation for our CEE team that is recognized by our customers and within the industry
    • Evolve the strategy of this customer-facing role, managing the implementation and the direct management of the CEE teams and ensuring success of our most strategic customers and partners
    • Promote customer success and customer-first attitudes within Red Hat
    • Partner with Sales leadership to promote the value CEE provides for strategic customers
    • Create a partnership with peers in the engineering teams in order to guide usability, supportability, and adoption initiatives
    • Foster a culture that is focused beyond break-fix issues and strives to improve the customer experience at the planning and deploying phases
    • Define the vision, strategy, policies, and procedures for the CEE team to improve customer focus
    • Achieve global operational consistency while maintaining regional customer-specific requirements and variances related to the Americas
    • Guide the operations within the owned functions in terms of managing key performance indicators (KPIs); revenue and margin, Net Promoter Score (NPS), Customer Effort Score (CES), service-level agreements (SLAs), volume, and time-to-resolution (TTR)
    • Coordinate with CEE leaders in vertical functions like telco, financial services, and partner ecosystem
    • Coach, mentor, and provide direction to the next-level management associates to ensure overall accountability and performance improvements
    • Help in the active recruitment of CEE team and management members
    • Establish excellent communications across the global CEE team
    • Continually innovate the CEE experience internally and externally for customer experience improvements

    Required skills

    • 10+ years of experience working in IT or high tech
    • Global experience at a senior management level in a customer-facing technical support, services, or customer success role within the high-tech industry
    • Experience developing and supporting an organization, including recruiting, supervising, motivating, coaching, and performance managing team members
    • Proven ability to interact effectively and diplomatically with people from all levels of an organization and diverse cultural backgrounds
    • Excellent analytical and problem-solving skills
    • Outstanding written and verbal communication skills
    • Ability to stay focused on the implementation of strategic initiatives
    • Ability to handle multiple priorities and work under the pressure of deadlines
    • Willingness to travel up to 25%
    • Familiarity with Red Hat's portfolio of enterprise open source solutions
    • Master’s degree in computer science, business administration, or an equivalent combination of education and experience; MBA degree or management training are a plus
    • Experience with open source software development and knowledge of subscription business models is a big 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, 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.

     

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