The Red Hat Customer Experience and Engagement (CEE) team is looking for an Senior Project Manager to join us in Colombia. In this role, you will manage a team of highly skilled Customer Success managers and project managers. You’ll be on a mission to guide customer engagement, Onboarding ,product adoption, and satisfaction, ensuring that our customers are getting value from their Red Hat investment.
As Senior Project Manager you will lead these efforts for the dynamic CSM engagement model . You’ll work with your global peers, cross functional team members and leaders while closely following the customer’s journey through renewals and new subscriptions with Red Hat and help them starting with Onboarding. We will need you to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience. This will be a new role within the CEE organization and hence being able to scale and dynamically adapt to the changing business needs would be a key success criteria

What you will do:

• Manage a team of Project managers and Customer success managers
• Oversee and be accountable for the day-to-day activities of a team onboarding Red Hat customers from the Enterprise segment through a digital touch model
• Closely monitor dashboards and reporting systems to be able to take actions and do forecasting of renewals, upsell and cross sell
• Take a data driven approach to ensure an enriched onboarding experience for Red Hat customers
• Work closely with the sales , marketing , Product management , Support teams to coordinate and provide the best customer experience
• Promote and guide continuous professional and personal development of team members
• Work on scaling the newly formed Dynamic engagement model of CSM as per the business demands and future scope
• Provide leadership in problem solving, including proposing and discussing fixes, advising and educating customers
• Receive assignments in the form of objectives and define how to use resources to meet schedules and goals
• Provide guidance to associates within the established company policies; recommend changes to policies and procedures
• Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer
• Follow processes and operational policies in selecting methods and techniques for obtaining solutions
• Act as an adviser to associates to meet schedules and resolve technical problems

What you will bring:

• Previous commercial experience in a customer success or technical support environment, in a technology-oriented company or department
• Proven ability to learn and apply new skills and processes quickly, and coach and teach others
• Demonstrated experience managing a team with customer focus and service orientation
• Ability to identify potential, develop people, and motivate and build a team
• Ability to handle multiple tasks at once, prioritize, and work under pressure
• Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions
• Solid leadership and coaching skills
• Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
• Good written and verbal English communication skills
• Expertise on tooling and practices - google sheets/slides, tableau dashboards etc.

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• Manage a team of Project managers and Customer success managers
• Oversee and be accountable for the day-to-day activities of a team onboarding Red Hat customers from the Enterprise segment through a digital touch model
• Closely monitor dashboards and reporting systems to be able to take actions and do forecasting of renewals, upsell and cross sell
• Take a data driven approach to ensure an enriched onboarding experience for Red Hat customers
• Work closely with the sales , marketing , Product management , Support teams to coordinate and provide the best customer experience
• Promote and guide continuous professional and personal development of team members
• Work on scaling the newly formed Dynamic engagement model of CSM as per the business demands and future scope
• Provide leadership in problem solving, including proposing and discussing fixes, advising and educating customers
• Receive assignments in the form of objectives and define how to use resources to meet schedules and goals
• Provide guidance to associates within the established company policies; recommend changes to policies and procedures
• Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer
• Follow processes and operational policies in selecting methods and techniques for obtaining solutions
• Act as an adviser to associates to meet schedules and resolve technical problem