Premium Support and Services Manager

About Us

Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.

SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere - from the data center to the cloud, to the edge and beyond. SUSE puts the "open" back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.

We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.

Premium Support and Services Manager

Job Description

The SUSE Premium Services Manager (PSM) for LATAM manages the delivery of SUSE Premium Support Services to customers who have purchased Premium Support. Collaborating with Sales and Success teams, they foster strong customer relationships and advance SUSE Services. Reporting to the Premium Services Manager, engineers in the assigned area deliver Premium Support under their guidance. The PSM cultivates relationships with Premium customers, handles escalations, and coordinates with internal teams. They also oversee the consultants delivering SUSE Consulting work, ensuring customer satisfaction, in addition to developing local consulting partners. Responsibilities include conducting regular customer meetings to review support cases and enhance service efficiency. Strong technical management skills and interpersonal abilities are essential, alongside occasional travel.

Job Duties:

• Focus delivery on the goals and priorities set by the Sr. Manager of Premium Services of the Americas to ensure we are always striving for excellence.
• Articulate the key values of SUSE Services internally and externally.
• Support driving Services sales in coordination with Services Engagement Manager and the sales team to position the value of SUSE services to our customers.
• Work closes with Inside Sales Representatives to ensure the renewal of Premium Support Services.
• Maximize professionalism, flexibility, motivation for the engineers on the Services team and provide them with regular and clear communications.
• Ensure the engineers on the team are productive and maximized with regular, proactive customer contact (onsite and remote),
• Act as escalation manager for all services related issues and manage critical situations efficiently with clear management updates while collaborating with internal teams to find the best solutions,
• Manage and report on services forecast, pipeline management, revenue backlog management and work with sales to ensure all business metrics are in alignment.
• Develop close, trusted relationship with LATAM sales leadership teams with active input to support account planning and driving deals with Services attached.
• This role is an on call role 24x7x365 for severity 1 issues. If there are escalations from customers, there is a requirement to assist customers and engineers.

Experience:

• Bachelor's degree or equivalent work experience
• Management experience with direct reports
• Proven ability to work independently and take initiative
• Strong written and verbal communication
• Experience collaborating with remote and diverse teams .
• A positive attitude and knack for problem-solving.
• Detail oriented with exceptional organizational skills
• A passion for process improvement and experience with project management
• Strong understanding of a services and support business
• Exceptional written and verbal communication skills
• Relationship builder and ability to maintain a calm and professional approach when working in high pressure environment
• Experience in high-tech or software company
• This role is a remote position with travel expected not more than 30% of the time depending on location to customers.
• Language Skills: Portuguese and English, Spanish is a plus.

What We Offer:

At SUSE, we encourage you to dream big and take charge of your career journey. We believe in celebrating your successes and rewarding your achievements. Join us in our dynamic environment where agility, entrepreneurship, and an open mind are key.

If you're someone who thrives on turning ideas into reality and loves working in a diverse and inclusive environment, then we want you! Apply now and let's create a lasting legacy together.

Job
Services

What We Offer

We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.

SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind.

This is a compelling opportunity for the right person to join us as we continue to scale and prosper.

If you're a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now!

We give you the freedom to be yourself. You will work in a global community of unique individuals - like you - with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.

Sounds like the right fit for you? Click A pply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community .

SUSE Values

• We are passionate about customers
• We are respectful and inclusive
• We are empowered and accountable
• We are trustworthy and act with integrity
• We are collaborative
• We are SUSE!