Associate Manager

7 months ago

Victoria, Canada Red Hat Software Full time

About the job:
What you will do:

- Manage and maintain a team of technically skilled engineers covering Application Platform Support solutions
- Be accountable for escalation triage, handoffs, and management of day-to-day activity
- Be accountable for the efficiency of the queue day-to-day, including ensuring that the team is capable of handling extraordinary escalations and scenarios
- Periodically review case workload to ensure that cases are addressed in a timely and reasonable manner
- Create an environment where direct contributors are comfortable raising questions and concerns about escalation handling
- Maintain a high level of customer satisfaction
- Collaborate with other teams including sales, services, engineering, and product management to prioritize customer requests
required skills
- 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
- Set goals for the team
- Identify key skill sets of team members
- Continuously promote and guide the professional and personal development of the team
- Provide coaching and guidance to associates on solving issues, including providing advice, educating customers, and other areas, to meet schedules
- Weekend on-call and other occasional weekend work is expected

What you will bring:

- Passionate about customer success and satisfaction
- Background in Software and ideally knowledge of Red Hat product suite.
- Capable of handling difficult and tense conversations, when the stakes are high, with both customers and your team, utilizing the right skill-set to create conditions of safety, and mutual understanding and to achieve shared intent and commitment
- Excellent written and verbal skills in English, with solid experience in communicating with diverse stakeholders having differing goals; from engineers, to Support, to Sales, to “C-Level” executives
- Demonstrable customer focus and service orientation
- Ability to identify potential and motivate and develop your team from scratch
- Ability to handle multiple tasks at once, prioritize, and work well under pressure
- Ability to communicate effectively with customers, third-party vendors, and Red Hat associates
- Relevant industry or commercial experience, ideally managing individual contributors in technical support and a cross-functional environment,
- Familiarity with Openshift or cloud technologies in the enterprise sector is a plus
- Knowledge of support systems and tools is a plus

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