Red Hat Associate Manager, Customer Success Team in Mexico City, Mexico
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.
Oversee the Strategic Customer Engagement (SCE) team’s activities. The Red Hat Customer Experience and Engagement (CEE) 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 and in Mexico City, Mexico. 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 technical support to our enterprise customers and build, maintain, and grow long-lasting customer loyalty. You’ll work as a member of the SCE leadership team, translating the goals and strategies of the CEE team into scalable architectures that provide outstanding business value and user experiences. As an Associate Manager, you will lead a team of technical account managers (TAMs) and customer success managers (CSMs) to meet customer-centric organizational goals. You’ll also evaluate and recommend the implementation of our support workflow, allocating engineers to appropriately solve customer problems and other efforts to ensure that the needs of the business are met.
Primary job responsibilities
Provide leadership and management to the Mexico TAM and CSM team
Provide daily operational leadership of a technical team of up to 10 TAMs and service reliability managers (SRMs)
Deliver a consistent team outcome through leadership of strategic changes
Proactively guide the TAM 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, 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 individual engagement and develop quality 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
Manage hiring process and maintain a pipeline of talented candidates
Travel as necessary to visit customers and partners and attend conferences and other events
2 years of experience leading a team in a technical support, support engineering, or customer services organization in a technology-oriented environment
10+ years of cumulative experience including enterprise project management
Bachelor's degree in a technical field, preferably in engineering or computer science
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 the company and with people from diverse background, especially with the sales area
Solid critical-thinking skills with the ability to make a timely decision
Excellent communication skills in English and Spanish 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
Solid persuasion skills to gain commitments from other stakeholders; great leadership skills to motivate and develop team members
Thorough understanding of open source software solutions and open source as a business model is a big plus
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Job ID 63396
Category User Experience