Critical Situation Manager

Há 13 horas

Sao Paulo, Brasil Red Hat Software Tempo inteiro

About the job:
The Critical Situation Manager will form part of our global Escalation Management Team and manage, as well as drive, action and accountability for complex escalations with our enterprise and critical accounts. The Critical Situation Manager acts as the primary voice of reason bringing order to chaotic situations, strengthening customer trust and confidence in Red Hat. We quickly identify roadblocks and build strong relationships with key stakeholders within the various dependent business units, articulating the business impact of critical situations, to help teams prioritize activities needed to drive successful outcomes for our customers. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. The work location for this role is flexible in Brazil. Proximity to a Red Hat office is preferred.

What you will do:
- Handle a series of critical situations or complex problems providing effective leadership and strong impact in sometimes ambiguous situations, with no defined resolution criteria.- Provide guidance to the Customer Experience & Engagement (Support) teams, engineering partners, and third party partner companies.- Assure a balanced resolution, acts as ombudsman between the customer, Support Delivery, Global Customer Success, Account Teams and Engineering.- Drive the Identification of success criteria and own the resolution path for critical situations.- Act as the resolution owner for critical situations, positioning yourself as the project owner and communicate with authority accordingly.- Able to participate in, and drive conversations regarding business impact, and how a potential solution fits the situation.- Quickly develop trusting relations with customers and partners, advocating for both internal and external stakeholders.- Work with internal decision makers to help prioritise and drive action.- Set clear expectations, managing people with influence over authority.- Remove pressure on technical teams so they can focus on technical solutions.- Confidently position yourself with C-level executives internally and externally to deliver and facilitate updates and manage expectations.- Provide impactful, relevant and ongoing communication during critical escalations.- Contribute to internal and external activities to learn from escalations and drive improvements across people, process and technology.- Perform mentoring and coaching to customers and stakeholders as well as more junior members in the escalation management team.- Be a local focal point to receive and address process improvement, answer questions, and provide recommendations.- Work proactively with identified customers, products and cross-functional teams to understand drivers for escalations and deploy actions to remediate these situations before they amount to an escalation.

What you will bring:
- 5+ years experience managing customer incident escalation and critical situations- Basic comprehension of enterprise technology solutions- Customer success, technical support delivery or account management experience- Experience with Open Source technologies as an advantage- Experience dealing with complex implementations/environments and multidisciplinary teams- Strong experience in communicating with diverse stakeholders with differing goals; from Support Delivery, Sales, to “C-Level” executives- Project management experience is an added advantage

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