• Associate Manager - Customer Success

    Location DE-Grasbrunn
    Posting date 2 weeks ago(2/4/2019 12:05 PM)
    Job ID
    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

    The Red Hat Global Customer Success (GCS) team is looking for a customer-focused technical support professional with deep knowledge of the Red Hat solutions portfolio and a people management background to join us as an Associate Manager in Munich, Germany and oversee our local activities. In this role, you will provide oversight of the technical account management and customer success management services, which are premium support offerings that provide tailored support to our enterprise customers and build, maintain, and grow long-lasting customer loyalty. As a member of the GCS leadership team, you will translate the goals and strategies of the team into scalable architectures that provide outstanding business value and user experiences. Your responsibilities for this demanding and fulfilling opportunity will include leading a team of technical account managers and customer success managers in order to meet customer-centric organizational goals. As an Associate Manager, you will also evaluate and recommend the implementation of our support workflow, allocate associates to appropriately solve customer problems, and help in other efforts to ensure that the needs of the business are met.

    Primary job responsibilities

    • Provide leadership and management to parts of the technical account management and customer success management teams in Germany
    • Provide daily operational leadership of a technical team of up to 10 technical account managers and customer success managers
    • Deliver a consistent team outcome through leadership of the strategic changes
    • Proactively guide the technical account management business with sales within the region
    • Manage customer escalations with highly technical support requests from enterprise customers
    • Foster teamwork and cross-functional collaboration between technical support, engineering, product management, sales, professional services, and customer teams to achieve a high degree of customer satisfaction
    • Provide personal mentorship, direction, and skills evaluation to team members to maximize individual engagement and develop the breadth and depth of their technical and management skills
    • Develop and administer schedules and performance requirements
    • Provide input on strategies required to meet organizational goals as a subject matter expert and mentor for specific technical or process areas
    • Manage hiring process and maintain 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 an ability to identify, develop, and motivate team members
    • Enterprise project management experience
    • Capacity to translate strategic plans into communication and realization plans; experience guiding significant change management activities
    • Ability to interact effectively and diplomatically throughout all levels of the company and with people from diverse backgrounds
    • Solid critical-thinking skills with the ability to make a timely decision
    • Ability to learn and apply new skills and processes quickly and effectively share knowledge
    • Excellent communication skills to interact courteously and effectively with customers, partners, and third-party vendors
    • Commitment 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
    • Thorough understanding of open source software solutions and open source as a business model is a big plus
    • Experience developing 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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