Job Description
About the Job: The Red Hat Global Learning Services (GLS) team is looking for a Senior Customer Experience Associate to join us in Bangalore, India. In this role, the candidate is required to provide a blend of customer support and data analytics to Red Hat’s global customers and internal stakeholders. Candidate will be part of a growing team that is responsible to drive engagement of Red Hat Learning Subscription (RHLS) customers and help improve their learning consumption through regular touchpoints and reporting. Candidate is expected to utilize his/her analytical mindset and collaborative attitude to convey learner’s consumption trends and provide feedback to leadership while performing meaningful analysis and insights to continuously improve the engagement strategy and enhance customer experience.What will you do?Regularly connect with RHLS customers/ learners across regions to provide timely updates and follow ups regarding their learning progress Provide timely reports to account owners, sales teams and customers to monitor and track learning consumptionContinuously analyze business data to monitor changing customer segments, track learning trends and provide meaningful insights to leadership to support decision making and strategyCollaborate with internal teams (regional leaders, sales team, other support teams) to gather inputs, document business requirements and implement solutions to improve learning consumption Develop reports, dashboards, and other visualizations to communicate findings to internal stakeholders and customers for effective decision makingDocument known issues, ensure adequate internal communication and convey customer feedback / data insights to managementEfficiently record, classify, and act on incoming requests through the web-based ticketing system Possess excellent verbal and written communication skills to effectively collaborate with stakeholders and customersAbility to think critically and creatively to be able to adapt to changing business requirements globallyExpertise in using tools such as MS Excel, Powerpoint, Google Slides, Google Spreadsheets, Smartsheet, Open Office solutionsWhat will you bring?Bachelor's degree6+ years of customer-facing experience in a global customer support, operations, or business analysis rolesExcellent data analysis, reporting, presentation skills and ability to churn error free outputs independently Ability to analyse and visualise data and create dashboards using Excel, Google sheet and Smart sheetsAbility to independently follow up on actions, communicate and connect regularly with Red Hat customers across regionsAdvanced Excel and dashboarding skill is a must haveKnowledge of Sales force, Learning Management Systems (LMS), Google sheet, Tableau is a plus Excellent written and verbal communication skills in English and ability to work with global teams and Red Hat customersAbility to work in shifts and outside normal India business hoursCandidate must be self driven with good time management and problem-solving skillsAbility to navigate through various internal tools and willingness to learnAbout Red HatRed Hat is the world’s leading provider of enterpriseopen 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.Diversity, Equity & Inclusion at Red HatRed 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 diverse 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 of diversity 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.
