Critical Situation ManagerProject Manager Critical Accounts Program
Share
Job Location:
Brno - Czech Republic
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
What you will do
Lead and manage critical customer situations by providing decisive leadership balancing ambiguity and ensuring effective resolution with measurable success criteria.
Act as the primary resolution owner driving the end-to-end management of escalations and coordinating cross-functional teams partners and stakeholders.
Serve as a trusted advisor and ombudsman between customers Support Delivery Global Customer Success Account Teams and Engineering to ensure balanced outcomes.
Communicate effectively with all levels of stakeholders including C-level executives delivering timely impactful updates and managing expectations throughout the escalation lifecycle.
Leverage strong technical expertise in the Red Hat (RH) product portfolio to translate complex technical issues into clear business-relevant insights and action plans.
Collaborate with engineering and support teams to validate challenge and refine technical recommendations always maintaining a customer-first mindset.
Develop and maintain trusted relationships with customers and partners to foster transparency trust and proactive engagement.
Drive continuous improvement by identifying root causes of escalations and implementing preventive measures across processes people and technology.
Coach and mentor team members customers and stakeholders promoting knowledge sharing and strengthening escalation management capability.
Act as a regional focal point for process improvement offering guidance recommendations and support to enhance operational excellence and customer experience.
What you will bring
Minimum of 5 years experience managing customer incident escalation and critical situations
A strong technical aptitude and experience working with enterprise technologies and platform solutions
Customer success technical support delivery or account management experience
Experience with Open Source technologies is 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
About Red Hat
Red Hat is the worlds 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 work flexibly across work environments from in-office to office-flex to fully remote depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas no matter their title or tenure. Were 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.
Inclusion at Red Hat
Red Hats 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 different 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 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.
Required Experience:
IC
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
We revolutionized the operating system with Red Hat® Enterprise Linux®. Now, we have a broad portfolio, including hybrid cloud infrastructure, middleware, agile integration, cloud-native application development, and management and automation solutions. With Red Hat technologies, compa ... View more
