About the job
The Red Hat Customer Experience and Engagement team is looking for a Senior/Principal Critical Account Manager to join us in Boston, MA; Westford, MA; Raleigh, NC; or Durham, NC or REMOTE USA where we are licensed to do business. In this role, you will be accountable for regaining the trust of our customers when the regular escalation paths don't produce desired results. You'll be responsible for coordinating a cross-functional team from across Red Hat to restore customer satisfaction. As a Senior/Principal Critical Account Manager, you'll focus on complicated multi-disciplinary issues that span across Red Hat and that need a creative solution. You will act in a neutral capacity providing objective insights into what is and isn't working in how we do things today and support the teams in finding solutions.
What you will do

• Create and lead a cross-functional multi-cultural team focused on improving the customer experience and restoring their confidence in our solutions during the most challenging and critical times
• Communicate effectively T different levels, up to C-suite, with our customers as well as internally in Red Hat and with our partners
• Influence teams to focus on implementing improvements for the customer experience
• Use data to identify opportunities to prevent critical escalations from happening
• Participate in retrospectives and get buy-in from teams to increase improvements in our products and processes
• Act as a mentor and coach to other team members and roles in Red Hat
• Travel as needed to visit customers during critical situations
• Understand the customer requirements and cultural expectations of the assigned customer region
• Solve critical, ambiguous, situations balancing the needs of our customers and the internal teams in Red Hat, leaving customers and internal stakeholders with a positive experience of how Red Hat resolves escalations
• Bring to awareness to structural challenges, either in the products or our processes
• Bring structure to engagements with clear actions for stakeholders, including the customer
• Work in a matrixed environment and influence stakeholders to act in the customer's interests
• Balance the customer's requirements with what they need and what Red Hat can provide

What you will bring

• Customer centric mindset to do what is needed to resolve the most critical situations
• Ability to provide leadership in order to find and implement solutions
• Ability to work in high escalation situations with the C-suite to deliver solutions
• Excellent written and verbal communication skills, up to and including C-suite level
• Influencing and negotiation skills
• Experience with or certified in Six Sigma; experience with implementing changes using the Six Sigma methodology
• Proven ability to work with people and teams from diverse backgrounds and to guide customer centric thinking in large groups
• Ability to create relationships, empathetic, and willingness to understand different perspectives
• Program management skills, keeping track of longer running activities, ability to prioritize based on impact to the customer, and delivering within scope and on time
• Comfortable making decisions in ambiguous situations
• Understanding of customer's business and challenges, as well as the goals and challenges of internal stakeholders and ability to find a solution that works for all parties involved
• Analytical skills to use data to guide proactive activities to prevent escalations
• Experience with performing root cause analysis efforts, using methodologies like the 5 Whys
• Willingness to travel across the region with little lead time
• High level technical knowledge of Red Hat's product portfolio and solutions is a plus
• High level understanding of containers and container orchestration methods is a plus

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.