Technical Account Manager

Job Description

Technical Account Manager - Remote, ItalyPosting Location : Location IT-RemotePosting date 3 weeks ago(4/28/2023 8:56 AM)Job ID 99495Workday ID R-032565Category Consulting About the job The Red Hat Customer Success team for Europe, the Middle East, and Africa (EMEA) is looking for a Technical Account Manager, to join us remotely in Italy. In this role, you will provide personalized, attentive support and mentorship and build high-value relationships with a small set of enterprise customers as you work to understand their IT infrastructures, internal processes, and business needs. You will ensure that our customers receive access to solutions that will enable their technical environments to run efficiently. You will have the opportunity to shape the future of our technology along with subject-matter experts and developers in the open source community.As a Technical Account Manager, your goal will be to build high-value relationships with customers through meeting their needs, creating long-lasting loyalty to Red Hat. You will work closely with internal teams like Support Delivery, Engineering, and Product Management. Depending on customer environments and needs, you will help our customers to cooperate with their other vendors and advocate on their behalf. What you will do
• Become a Red Hat technical ambassador, working closely with a few customers using Red Hat OpenShift; develop relationships with key business and IT stakeholders, including customer managers and technical associates
• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service
• Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow Red Hatters and customer teams
• Provide advice and guidance to customers about their current and future use of Red Hats 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; create customer engagement plans
• Handle customer escalations with Red Hat and customer teams
• Engage with Red Hats engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide the adoption of our offerings
• Analyze and present periodic reviews of operational performance to customer leadership
• Deliver trainings and presentations to customer associates
• Travel, as necessary, to visit customers or attend internal events, following Red Hats COVID-19 guidelines
• Collaborate with third-party hardware and software vendors
What you will bring
• Combination of technical and customer-facing skills and willingness to embrace and develop both
• Prior professional experience working in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
• Previous experience with Red Hat technologies like Red Hat Enterprise Linux (RHEL), Red Hat OpenShift Container Platform, Red Hat Ansible Automation Platform, etc., as well as Red Hat subscription management
• Excellent written and verbal communication skills in English and Italian; ability to explain complex information, e.g., aligning Red Hat s offerings with customer needs in straightforward terms
• Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency
• Ability to support customers implementing automated and containerized cloud application platform solutions
• Ability to promote platform adoption within customer teamsKnowledge of application development (microservices architecture), application troubleshooting, debugging, and tuning
• Excellent understanding of software development practices and continuous integration (CI) and continuous delivery (CD) pipelinesScripting or programming experience with programming or scripting languages like Bash, C, or Python
• Critical situation management experience#LI-MR3 #LI-REMOTE
OptionsApplyApplyShareSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeedAbout Red HatRed 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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. Were 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. Opportunities are open. Join us.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.,

Keyskills :
account managementproject managementmitigation strategiessoftware solutionsaffirmative actiondelivery