Senior Project Manager - Customer Experience and Engagement (CEE) at Red River

pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Customer Success Management, Communication, Prioritization, Organizational Skills, Problem Solving, Team Motivation, Change Management, Support Operations, Workload Management, Cross-functional Collaboration, Workflow Monitoring, KPI Analysis, Process Improvement, Presentation

Industry

IT Services and IT Consulting

Description

About the Job: The Red Hat Customer Success and Support team for Europe, Middle east, and Africa (EMEA) is looking for a senior project manager, Customer Success. In this role, you’ll maintain and organize operational aspects of the team. You will help provide excellent customer support experience for our enterprise and Telco subscription customerse.As a Support Operations Lead, you will help provide our support services in a timely and well organized manner. What you will do? Ensure customers can get the maximum value from and easily use our solutions and subscriptions Use problem solving skills to help customers achieve measurable business outcomes. Handle daily to daily support queue, case assignments and team workload Serve as a point of contact, as part of the support leadership team, for customer and internal escalations Interact with support associates or customers regarding matters that will require cross-functional collaboration Monitor and organize daily team workflows and activities, respond to team requests and needs Plan team’s work, coverage and support team in daily activities Interact with other teams to ensure smooth customer experience and efficient team work Being Engaged in Project Management activities in relation to the Support team Analyzes of Trends ,KPIs Provide input to improvement programs to develop global support process and procedures across your region and co-ordination with other global support centers Create and deliver Quarterly Business Reviews (QBRs), presentations to align on goals, priorities and support KPIs. what you will bring? 5+ years of experience as project manager or customer success manager. Excellent English language skills Great communication,prioritization and organizational skills Ability and willingness to motivate the team and respond to team needs Ability to deal with changes and guide those The following are considered are a plus: Experience in a customer facing position Technical background About Red Hat Red Hat is the world’s 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. 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. Inclusion at Red Hat Red 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 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 application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply. We’re the world’s leading provider of enterprise open source solutions—including Linux, cloud, container, and Kubernetes. We deliver hardened solutions that make it easier for enterprises to work across platforms and environments, from the core datacenter to the network edge. At Red Hat, our commitment to open source extends beyond technology into virtually everything we do. We collaborate and share ideas, create inclusive communities, and welcome diverse perspectives from all Red Hatters, no matter their role. It’s what makes us who we are. Some of the most knowledgeable and passionate people in the technology industry work here. Whether we’re building software, championing our products, or training new associates, we’re collaborating openly to make a difference in the world of open source and beyond.

Responsibilities

The role involves maintaining and organizing the operational aspects of the Customer Success and Support team for EMEA, ensuring excellent customer support experience for enterprise and Telco subscribers. Responsibilities include managing the daily support queue, serving as a point of contact for escalations, monitoring workflows, and engaging in project management activities related to the support team.