Escalation Manager
hace 6 meses
About the job:
Red Hat's Critical Accounts Program (CAP) is looking for an Escalation Manager to join the Escalation Management Team (EMT). Escalation Managers are part of a customer-facing team that facilitates the resolution of escalated situations, by coordinating cross-organizational teams of technical and customer resources. Escalation Managers work from a queue of incoming escalations created by customers and other Red Hat associates, and manage a backlog of escalations that they drive to resolution. Escalation Managers are at the front lines of delivering an excellent customer experience. Proximity to the Red Hat Bogota office is required, with up to 3 days a week in the office.
What you will do:
- Use your repertoire of professional skills to facilitate customer and internal escalations.- Driving force in meetings, confidently identifying action items and clear concise follow up.- Building and leveraging relationships to drive action with the required internal teams.- Consistently demonstrating a customer-first mindset across different levels of escalation temperature.- Ability to multi-task and collaborate with primary stakeholders such as the Account Team, Support Delivery, Engineering, Professional Services and partner companies to achieve desired outcomes.- Lead internal/external calls with appropriate teams and hold stakeholders accountable while achieving the desired results.- Reach out to customers to understand the full complexity of issues and set expectations as needed via phone calls.- Detail and document escalation progress regarding scope, business impact, and driving the right solution that's required for the situation, adhering to the internal quality standards- Applies known techniques, situational awareness and exercises judgment to resolve issues from what are routine, to complex situations.- Uses critical thinking to evaluate available information, identify gaps and the most appropriate resources to fill them, as well as proposes alternative resolution paths where appropriate.- Can easily identify when more intervention is required in any given situation, steps in takes control and drives the issue forward.- Engages with customers, Support Delivery, Customer Success, Engineering, and virtual account teams to assure expectations are met and status provided.- Monitor escalated cases being handled by support engineers to ensure situations are prioritized and processes are followed.- Participates in managing multiple critical customer escalations, able to act as a point of coordination for critical customer issues.- Perform regular written or verbal updates for the assigned situations in a manner which is consistent for the intended audience, including technical support delivery, sales, and upper management.- Provide feedback to stakeholders on lessons learned through escalations- Periodic weekend coverage work will be a requirement of this role.
What you will bring:
- Solid negotiation and influencing skills.- Confident presenter and communicator at all levels both internally and externally.- Ability to reset internal and external expectations as needed while keeping the end goal in mind.- Can hold customers accountable to help drive action on critical issues.- Ability to follow up on outstanding actions and manage towards resolution of escalated issues.- Calm under pressure, works towards fact finding.- Demonstrable ability to exercise judgment within defined procedures and practices to determine appropriate action.- Solid experience in planning, communicating and negotiating with diverse stakeholders.- Demonstrable ability to deal with the implementation of complex action plans involving multidisciplinary and globally-distributed teams.- Relevant industry experience, ideally managing customer escalations in technical support and a cross-functional environment.- Ability to work with mínimal supervision while handling various tasks, prioritizing, and working under pressure.- Technical support delivery experience; experience with the Red Hat solutions portfolio and open source software development are a plus.- Proficiency with one or more additional languages spoken in the LATAM/SA region is considered a plus.
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