Red Hat Customer Success Support Manager in Sao Paulo, Brazil

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 the Global Customer Success (GCS) 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 a Customer Success Support Manager in Sao Paulo, Brazil. 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 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 teams of technical account managers (TAMs) and customer success managers (CSMs)

  • Provide daily operational leadership of a technical team of up to 10 TAMs and 5 CSMs

  • Focus on reducing churn and collaborate to promote account growth of current customers

  • 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

Required skills

  • 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 backgrounds, especially within the sales area

  • Solid critical-thinking skills with the ability to make timely decisions

  • 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

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.

Job ID 63786

Category Technical Support