Senior Technical Account Manager

Red Hat Limited; United Kingdom; Remote; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Technical Account Manager to join their remote team in the UK. This role involves providing personalized support to enterprise customers, ensuring their IT environments run efficiently. You'll develop relationships with key stakeholders, troubleshoot technical issues, and guide customers through product upgrades. With a focus on customer experience, you'll advocate for their needs within the company and collaborate with engineering teams to enhance solutions. If you're passionate about technology and customer success, this opportunity is perfect for you!

Qualifications

• Experience with enterprise cloud solutions and IT automation.
• Strong understanding of Linux and networking technologies.
• Ability to manage and grow enterprise customer relationships.

Responsibilities

• Develop relationships with key business and IT stakeholders.
• Troubleshoot technical issues and guide issue escalation.
• Deliver key portfolio updates and assist customers with product upgrades.

Skills

Enterprise cloud solutions expertise

Linux and related technologies

Excellent communication skills

Customer relationship management

Technical troubleshooting

Time management

Ability to handle multiple projects

Education

Bachelor's degree in technology-related discipline

Tools

OpenShift

Kubernetes

Ansible Automation Platform

OpenStack

AWS

Microsoft Azure

Job description

Senior Technical Account Manager page is loaded

Senior Technical Account Manager

Apply remote type Remote locations Remote UK time type Full time posted on Posted Today job requisition id R-046157

About the job

The Red Hat Global Services team is looking for a Technical Account Manager to join us in the UK in a remote position. In this role, you are going to provide personalized, attentive support and mentorship, building high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructure, internal processes, and business needs. You will ensure that our customers receive access to solutions that enable their technical environments to run efficiently. As a Technical Account Manager, you work closely with internal resources such as Support Delivery, Engineering, and Product Management depending on the customers’ environments and needs and facilitate cooperation with their other vendors, and advocate on their behalf. In this position, you are building up, maintaining, and growing long-lasting loyalty between Red Hat and our customers. You have the opportunity to shape the future of our technology along with subject matter experts and developers in the Open Source Community.

What you will do

• Develop relationships with key business and IT stakeholders and become an expert on customer implementations by understanding their top business goals and priorities

• Understand customers' technical infrastructure, hardware, processes, and products

• Deliver key portfolio updates and assist customers with product upgrades

• Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies

• Perform initial or secondary investigations and respond to online and phone support requests

• Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams

• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings

• Perform technical reviews and share knowledge to proactively identify and prevent issues

• Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans

• Build a sense of trust with customers and serve as their advocate within Red Hat

• Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption

• Ensure high level of customer experience with each qualified engagement

• Analyze and present periodic reviews of operational performance to customer leadership

• Establish and maintain parity with Red Hat’s open hybrid cloud strategy

• Delivering trainings and presentations to customers staff

• Travel, as necessary, to visit customers or internal events
  

What you will bring

• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift), containers, Kubernetes, and IT automation

• Experience with Cloud computing infrastructure solutions (such as OpenShift and OpenStack) and their concepts

• Strong understanding of Linux and related technologies such as, but not limited to, networking and storage

• Prior experience in a support, development, engineering, or quality assurance organization

• Ability to handle multiple issues and projects, while maintaining a high attention to detail

• Ability to manage and grow existing enterprise customer relationships

• Excellent verbal and written communication skills in English, with the ability to explain complex information to customers clearly and concisely

• Willingness to pursue certifications, such as RHCE, RHCA, etc.

• Efficient time management, as well as the ability to prioritize tasks according to their importance/urgency

• Ability to manage multiple issues and projects with focus on detail, while not losing sight of the overall picture

• Be able to communicate effectively how Red Hat’s offerings align to customer needs and use-cases
  

The following are considered a plus

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

• Red Hat certifications such as, RHCE and RHCA

• Previous hands-on experience with Red Hat technologies, such as Enterprise Linux (RHEL), Satellite, OpenShift Container Platform, OpenStack Platform, Ansible Automation Platform, etc.

• Experience with cloud computing and cloud providers, such as Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP) or IBM Cloud

• Comprehension of continuous integration (CI) and continuous delivery (CD) concepts

• Prior experience serving in a technical leadership or mentorship role

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.

Inclusion at Red Hat
Red 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 different 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 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 [e-mail] . General inquiries, such as those regarding the status of a job application, will not receive a reply.

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