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 managersOversee and be accountable for the day-to-day activities of a team onboarding Red Hat customers from the Enterprise segment through a digital touch modelClosely 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 customersWork 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 membersWork on scaling the newly formed Dynamic engagement model of CSM as per the business demands and future scopeProvide leadership in problem solving, including proposing and discussing fixes, advising and educating customersReceive assignments in the form of objectives and define how to use resources to meet schedules and goalsProvide guidance to associates within the established company policies; recommend changes to policies and proceduresMaintain 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 solutionsAct as an adviser to associates to meet schedules and resolve technical problemsWhat you will bring:Previous commercial experience in a customer success or technical support environment, in a technology-oriented company or departmentProven ability to learn and apply new skills and processes quickly, and coach and teach othersDemonstrated experience managing a team with customer focus and service orientationAbility to identify potential, develop people, and motivate and build a teamAbility to handle multiple tasks at once, prioritize, and work under pressureAbility to work in process-based environments, with the necessity of consultations, taking initiative, and making decisionsSolid leadership and coaching skillsAbility to communicate courteously and effectively with customers, third party vendors, and Red Hat associatesGood written and verbal English communication skillsExpertise on tooling and practices - google sheets/slides, tableau dashboards etc.#LI-JR1About Red Hat is the world's leading provider of enterprise 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 HatRed 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 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, veteran status, 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.Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants.If you need assistance completing our online job application, email .General inquiries, such as those regarding the status of a job application, will not receive a reply.
