Red Hat Director - Strategic Customer Engagement, APAC in Singapore, Singapore

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

Provide technical expertise and relationship management. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Singapore based Director for the Strategic Customer Engagement (SCE) team for the Asia Pacific (APAC) region. In this role, you will support the SCE team and ensure the success of our relationships with strategic customers. You’ll create the long-term SCE strategy for the region in alignment with Red Hat's global initiatives. To do this successfully, you'll need to collaborate with sales and country managers and determine best practices for individual countries and subregions in APAC. As a Director, you will contribute to the definition and evolution of Red Hat's global CEE strategy. You’ll need to have excellent leadership skills with experience at the senior management level of a large company, as you will represent your team to the APAC Senior Leadership team. This position is open to internal candidates only. Outside candidates, including referrals, are not being accepted at this time.

Primary job responsibilities

  • Create outstanding reputation for Red Hat’s support services that will be recognized by our customers and others in the industry

  • Encourage the SCE team to exceed customer expectations and strive to meet net promoter system goals

  • Promote the importance of full-issue resolutions for strategic customer-impacting issues

  • Foster a team culture focused on moving beyond “break-fix” issues and engage our customers early in their planning and deployment phases

  • Ensure that proper staffing levels are provided for the team as support demands grow and new offerings are added

  • Manage SCE policies and procedures as well as interactions with the broader CEE team and Red Hat as a whole

  • Promote cross-functional efforts on behalf of CEE’s and Red Hat’s customers

  • Collaborate with CEE regional managers, support center managers, and other senior management associates to ensure alignment between the SCE and the support team

  • Be a champion of continuous quality improvement (kaizen) projects

  • Actively assist with recruitment of the broader SCE managers and associates

  • Coach, mentor, and provide direction to managers to increase overall accountability and performance goals

  • Support global consistency and excellence in communications with the global SCE team

  • Be accountable for fostering a partnership with peers in the sales organization in order to achieve active account plans for strategic customers globally

  • Participate actively on the APAC Senior Leadership team, representing not only the CEE team, but also the interests of Red Hat’s customers

  • Continually innovate the SCE solutions portfolio to bring new offerings that meet the ever-changing needs of Red Hat's customers

  • Be engaged in high-level customer issues, including site visits as required

  • Proactively visit strategic customers to understand the changing customer requirements

  • Participate in presales activities as needed to help position the SCE value proposition to strategic customers

Required skills

  • Master's degree in business or engineering; equivalent combination of education and experience will also be considered

  • Experience at the senior management level in a customer-facing support role within a fast-paced, growing company

  • Background working with customers at the executive level in both technical and business discussions

  • Experience recruiting, supervising, motivating, coaching, and managing the performance of global team members

  • Ability to interact effectively and diplomatically both internally and externally with all levels of people from diverse cultural backgrounds

  • Excellent analytical and problem-solving skills

  • Ability to handle multiple priorities and work under deadline pressure

  • Excellent written and verbal communication skills

  • Ability to maintain a focus on the implementation of strategic initiatives

  • Open source experience 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 60953

Category Technical Support