Associate Manager

hace 1 semana

Desde casa, Colombia Red Hat Software A tiempo completo

About the job:
As an Open Organization built on Open Source software, Red Hat values innovation, strong technical acumen, customer focus, leadership and the creativity that impacts the customer experience across a range of products.

The Managed Cloud Services team is looking for an Associate Manager to join us in Colombia. In this role, you’ll manage a team of highly technical associates, both junior and senior level, who provide excellent customer support to our enterprise customers. You'll work with your peers around the world to guide initiatives and continually develop technical team members. As an Associate Manager, you will play a critical part in guiding the work and direction of the team and strengthening the department's role within Red Hat.

What you will do:

- Manage and maintain a team of technically skilled engineers covering the Red Hat Managed Cloud Services offerings (ROSA, ARO and OSD)
- Manage customer concerns with highly technical support requests from enterprise customers via telephone and web and maintain high level of customer satisfaction
- Contribute to and Coordinate customer escalations, often requiring executive level handling both internally and externally.
- Contribute to global support processes and procedures as part of the support management team across regions
- Continuously promote and guide the professional and personal development of your team
- Implement strategic changes to improve knowledge management, customer support, and problem-solving
- Coordinate improvement programs for global support processes and procedures
- Provide leadership in problem-solving including proposing and discussing fixes, providing advice, and educating customers
- Help with resource planning, hiring, and strategy for the team to meet the team objectives of providing extraordinary customer experience with our offerings and support capability
- Coordinate with other teams like sales, services, engineering, and product management to prioritize customer requests

What you will bring:

- A passion for customer and product success
- Enterprise level experience working in a customer service or technical support environment for a technology-oriented company or department
- Ability to manage escalations ranging from engineer to executive level
- Ability to communicate effectively with customers, third-party vendors, and Red Hat's associates
- Demonstrated team-management experience with solid customer focus service orientation
- Ability to identify potential and to motivate and develop your team from scratch
- Ability to balance a variety of tasks, prioritize, and work well under pressure
- Excellent written and verbal communication skills in English
- Familiarity with Red Hat Enterprise Linux, Red Hat Openshift, or cloud technologies in the enterprise sector is a plus
- Knowledge of support systems and tools is a plus

LI-JR1

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