Associate Escalation Manager

Job Summary

The Red Hat's Critical Accounts Program (CAP) team is looking for an Escalation Manager to add to the Escalation Management Team (EMT). In this role, you will work as part of a customer-facing escalation management team, facilitating the resolution of escalated  situations, by coordinating cross-organizational teams of technical and customer resources. You will work off a queue of incoming customer and internally escalated support cases, managing a backlog of escalations driving to resolution. 

Work location is flexible within the Czech Republic, while the Red Hat office in Brno is preferred.

What You Will Do

• Use your repertoire of professional skills to facilitate customer escalations.

• Building and leveraging relationships to drive action with the required internal teams.

• Consistently demonstrating a customer-first mindset across different levels of escalation temperature.

• Detail and document escalation progress regarding scope, business impact,, adhering to the internal quality standards.

• Apply situational awareness and use critical thinking to exercise judgment in resolving issues. 

• Engage with customers, Support Delivery, Customer Success, Engineering, and virtual account team to assure expectations are met and status provided.

• Monitor escalated cases being handled by support engineers to ensure situations are prioritized  and processes are followed.

• Perform regular written or verbal updates for the assigned situations in a manner which is consistent for the intended audience, including technical support delivery, sales.

What You Will Bring

• Confident communicator at all levels both internally and externally, be comfortable doing negotiations & influencing stakeholders

• Ability to follow up on outstanding actions and manage towards resolution of escalated issues. 

• Calm under pressure, works towards fact finding. 

• Demonstrable ability to exercise judgment within defined procedures and practices to determine appropriate action.

• Relevant or transferable experience - ie  managing customer escalations in technical support and a cross-functional environment, sales operations or other fields

• Ability to work with minimal supervision while handling various tasks, prioritizing, and working under pressure.

Nice to Have:

• Technical support delivery experience; experience with the Red Hat solutions portfolio and open source software development.

• Proficiency with one or more additional languages spoken in the EMEA regions.

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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.

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