OpenShift Technical Account Manager - UK

📋 Description

• • As an OpenShift Technical Account Manager (TAM) at Red Hat, you will be at the forefront of delivering personalized, attentive support and mentorship to a select group of enterprise customers. Your primary mission is to cultivate high-value, long-lasting relationships by deeply understanding each customer's unique IT infrastructure, internal processes, and overarching business objectives. This role is critical in ensuring our customers can leverage Red Hat's cutting-edge solutions to maintain efficient and robust technical environments.
• • You will act as a trusted advisor, bridging the gap between customer needs and Red Hat's extensive portfolio. This involves developing a comprehensive understanding of their top business goals and priorities, and translating those into actionable strategies using Red Hat's open hybrid cloud technologies.
• • A key responsibility is to become an expert on customer implementations, including their technical infrastructure, hardware, operational processes, and deployed products. This deep knowledge will enable you to provide proactive guidance and tailored solutions.
• • You will be instrumental in keeping customers informed about the latest Red Hat portfolio updates, assisting them with seamless product upgrades, and advising on the strategic adoption of new technologies.
• • Proactively identify and mitigate potential risks by informing customers of technology changes or potential disruptions to their service, and by developing and recommending effective mitigation strategies.
• • You will handle initial and secondary investigations for customer issues, responding efficiently to online and phone support requests. This includes troubleshooting complex technical issues and expertly guiding issue escalation processes, fostering collaboration between Red Hat's internal teams (Support Delivery, Engineering, Product Management) and the customer's technical staff.
• • Provide expert advice and guidance to customers regarding their current and future use of Red Hat’s offerings, ensuring they maximize the value derived from their Red Hat investments.
• • Conduct thorough technical reviews and share valuable knowledge to proactively identify and prevent potential problems before they impact operations.
• • Meticulously manage customer cases, maintaining clear, concise, and up-to-date case documentation and customer engagement plans. This ensures a structured and transparent approach to support and relationship management.
• • Cultivate a strong sense of trust and partnership with customers, serving as their dedicated advocate within Red Hat. You will champion their needs and ensure their voice is heard across Red Hat's organization.
• • Collaborate closely with Red Hat Engineering teams, leveraging your customer insights and personal experience to help develop innovative solutions and guide platform adoption strategies.
• • Consistently strive to ensure a high level of customer experience and satisfaction with every qualified engagement, reinforcing Red Hat's commitment to excellence.
• • Analyze and present periodic reviews of operational performance to customer leadership, demonstrating the value and impact of Red Hat solutions.
• • Establish and maintain alignment with Red Hat’s open hybrid cloud strategy, ensuring customers are well-positioned to benefit from Red Hat's vision for the future of IT.
• • Deliver engaging and informative trainings and presentations to customer staff, empowering them with the knowledge to effectively utilize Red Hat technologies.
• • Travel, as necessary, to visit customers on-site or attend internal Red Hat events, fostering stronger personal connections and deeper understanding.
• • This role offers a unique opportunity to shape the future of Red Hat's technology by contributing insights from customer engagements to subject matter experts and developers within the vibrant Open Source Community.