Senior Project Manager
hace 6 meses
The Red Hat Customer Experience and Engagement (CEE) team is looking for an Senior Project Manager to join us in Colombia. In this role, you will manage a team of highly skilled Customer Success managers and project managers. You’ll be on a mission to guide customer engagement, Onboarding ,product adoption, and satisfaction, ensuring that our customers are getting value from their Red Hat investment.
As Senior Project Manager you will lead these efforts for the dynamic CSM engagement model. You'll work with your global peers, cross functional team members and leaders while closely following the customer’s journey through renewals and new subscriptions with Red Hat and help them starting with Onboarding. We will need you to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience. This will be a new role within the CEE organization and hence being able to scale and dynamically adapt to the changing business needs would be a key success criteria
What you will do:
- Manage a team of Project managers and Customer success managers- Oversee and be accountable for the day-to-day activities of a team onboarding Red Hat customers from the Enterprise segment through a digital touch model- Closely monitor dashboards and reporting systems to be able to take actions and do forecasting of renewals, upsell and cross sell- Take a data driven approach to ensure an enriched onboarding experience for Red Hat customers- Work closely with the sales, marketing, Product management, Support teams to coordinate and provide the best customer experience- Promote and guide continuous professional and personal development of team members- Work on scaling the newly formed Dynamic engagement model of CSM as per the business demands and future scope- Provide leadership in problem solving, including proposing and discussing fixes, advising and educating customers- Receive assignments in the form of objectives and define how to use resources to meet schedules and goals- Provide guidance to associates within the established company policies; recommend changes to policies and procedures- Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer- Follow processes and operational policies in selecting methods and techniques for obtaining solutions- Act as an adviser to associates to meet schedules and resolve technical problems
What you will bring:
- Previous commercial experience in a customer success or technical support environment, in a technology-oriented company or department-
- Demonstrated experience managing a team with customer focus and service orientation- Ability to identify potential, develop people, and motivate and build a team- Ability to handle multiple tasks at once, prioritize, and work under pressure- Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions- Solid leadership and coaching skills- Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates- Good written and verbal English communication skills- Expertise on tooling and practices - google sheets/slides, tableau dashboards etc.
LI-JR1
About Red Hat
Red Hat
is the world’s leading provider of enterprise
open source
software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.
Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.
Equal Opportunity Policy (EEO)
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
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