• Director, Technical Support

    Location DE-Grasbrunn
    Posting date 1 week ago(7/10/2018 8:37 AM)
    Job ID
    64052
    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

    Apply a focused customer engagement strategy to ensure account renewal and growth using Red Hat’s unique subscription model based on open source philosophy. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Director focused on technical support to join us in Munich, Germany (we may also consider this person to be based at other Red Hat offices / locations in EMEA). In this role, you will lead all regional aspects of customer engagement, including customer success, technical account management, digital customer engagement, and specialized services for verticals like telco and financial services. You’ll work as a senior associate on the Global Customer Success (GCS) team, which is part of the global CEE team. You’ll ensure that the regional GCS team collaborates and aligns well with the rest of CEE and also aligns with the Regional Sales team. As a Director, you will work with the global GCS leadership to evaluate and adjust the vision, strategy, and plan for the entire Customer Engagement program. You’ll be heavily involved in customer-facing activities in both proactive and escalated situations. You’ll also be involved in presales activities to help position Red Hat's subscription value proposition and escalations during critical customer situations.

    Primary job responsibilities

    • Carry out customer success strategy, directly managing the regional Customer Success Teams and ensuring the success of Red Hat's most strategic customers and partners
    • Manage the Strategic Customer Engagement team
    • Promote a customer success and customer first attitude within the region
    • Visit strategic customers and establish C-Level relationships to understand the changing customer requirements and enforce Red Hat’s subscription value
    • Foster a culture that focuses beyond break-fix issues and strives to engage customers in planning and deploying phases
    • Contribute to the vision and strategy for GCS; help GCS interact with other CEE and Red Hat Engineering teams
    • Help actively recruit GCS team and management associates; coach, mentor, and provide direction to your management team to improve accountability and performance
    • Work toward global operational consistency while maintaining regional customer-specific requirements and variances
    • Ensure solid financial and budget control and operational implementation
    • Establish excellent communications across the GCS and CEE teams
    • Collaborate with senior managers from CEE regions, support centers, documentation, quality engineering (QE), and other teams; work with these managers to ensure that CEE’s quality, process, and offering improvement (Kaizen) projects are successful
    • Foster a partnership with peers in the Sales team to support and guide active account plans for the most strategic customers regionally

    Required skills

    • Experience at a senior-management level in a customer-facing support, services, or customer-success role within a fast-paced, growing company
    • Solid ability to work as part of a team and lead by example
    • Proven ability to interact effectively and diplomatically with all levels of people from diverse cultural backgrounds both internally and externally
    • Ability to stay focused on carrying out strategic initiatives
    • Ability to handle multiple priorities and work under deadline pressures
    • Serve as a change advocate and promoter
    • Solid ability to communicate effectively with CEE and Sales teams
    • Excellent written and verbal communication skills
    • Ability to establish a sense of urgency to guide performance and change within the team
    • Ability to work with team to establish a customer-first mindset
    • Excellent analytical and problem-solving skills
    • Solid talent management skills
    • Experience with recruiting and talent acquisition
    • Experience motivating, coaching, setting goals, and performance managing team members
    • Experience designing and adjusting the organizational design to support required changes
    • Open source experience is a big plus
    • Willingness to travel up to 50% within the region and be present in office during work week


    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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