Critical Situation Manager/project Manager - Critical Accounts Program
Red Hat
Fully remote
Manage complex customer escalations
Drive accountability for critical situations
Act as primary resolution owner
Lead and manage critical customer situations by providing decisive leadership, balancing ambiguity, and ensuring effective resolution with measurable success criteria
Job Summary
Lead and manage critical customer situations by providing decisive leadership, balancing ambiguity, and ensuring effective resolution with measurable success criteria.
Serve as a trusted advisor and ombudsman between customers, Support Delivery, Global Customer Success, Account Teams, and Engineering to ensure balanced outcomes.
Drive continuous improvement by identifying root causes of escalations and implementing preventive measures across processes, people, and technology.
Matching Summary
Lead and manage critical customer situations by providing decisive leadership, balancing ambiguity, and ensuring effective resolution with measurable success criteria.
Skills & Requirements
Must-have
Manage complex customer escalations
Drive accountability for critical situations
Act as primary resolution owner
Communicate with C-level executives
Leverage Red Hat product expertise
Develop trusted customer relationships
Nice-to-have
Bring innovative solutions
Community-powered approach
Open and inclusive environment
Promote knowledge sharing
Key Requirements
Minimum 5+ years experience managing customer incident escalation
Strong technical aptitude with enterprise technologies
Customer success or technical support delivery experience
Experience with complex implementations/environments
Strong experience communicating with diverse stakeholders