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What you will do
Promote “customer success” and “customer first” attitudes within Red Hat’s global support team
Foster a culture that is focused beyond break-fix issues and strives to improve the customer experience.
Plan vision, strategy, policies, and procedures for the GSS team and the interaction with other teams and Red Hat’s Engineering teams
Achieve global operational consistency while maintaining regional customer-specific requirements and variances
Guide the operations within global support in terms of managing service-level agreements (SLAs), volume, time-to-resolution (TTR), and customer satisfaction score (CSAT)
Coach, mentor and provide direction to the next-level management associates to ensure overall accountability and performance improvements
Achieve solid compliance to global support performance indicators
Establish excellent communications across the global team
Collaborate with GSS regional managers and support center managers and other senior management associates to ensure and support CEE-wide continuous quality and process improvement projects
Foster a partnership with peers in the Engineering, Critical Account Program, Customer Success and Sustaining Engineering organization in order to guide usability, supportability, and adoption initiatives
Foster a partnership with regional sales and services to be able to connect directly with customers, build relationships and drive exceptional support experience.
Continually innovate the CEE experience internally and externally for customer experience improvements
What you will bring
Global experience at a senior management level in a customer-facing support,services, or customer success role within a fast paced, growing company
Experience in recruiting, supervising, motivating, coaching, and performance managing team members
Proven ability to interact effectively and diplomatically with people from all levels of an organization and diverse cultural backgrounds; ability to communicate internally, externally, and globally
Ability to stay focused on the implementation of strategic initiatives
Ability to handle multiple priorities and work under deadline pressure
10+ years of industry experience
Willingness to travel within Europe and Globally.
Open source experience and working in an IT vendor environment
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