Technical Account Manager - OpenShift (Remote, South Africa)

About the Job

About the Job :

Red Hats Technical Services team is looking for an experienced enterprise-level engineer to join us as a OpenShift Technical Account Manager (TAM) in South this role youll work with a small set of key customers to provide hands-on technical and architectural guidance for the Red Hat OpenShift Container Platform.

At Red Hat customer support includes far more than just break-fix solutions. Customers get industry-leading resources that enable their technical environments to run efficiently so they can focus on growing their businesses. Technical account management is a premium support offering that builds maintains and grows long-lasting customer loyalty between Red Hat and our customers. You will forge relationships with your customers develop a deep technical understanding of their Red Hat implementation share technical best practices and act as point of contact for any major incidents managing the customers expectations and communications through resolution of such incidents. You will tailor support for each customers environment facilitate collaboration with their other vendors and advocate on their behalf. At the same time youll work closely with our Engineering Research and Development Product Management and Global Support teams to debug test and resolve issues.

The ideal TAM is a team player enjoys working hard exhibits professionalism is dedicated to meeting and exceeding expectations building relationships has excellent collaboration skills is able to learn new technologies quickly and uses their time efficiently.

What you will do :

• Develop relationships with key business and IT stakeholders and become an expert on a customers implementation by understanding their top business goals and priorities.
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
• Provide advice and guidance to customers about their current and future Red Hat products;
• Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams
• Complete analysis and present periodic reviews of operational performance to customer leadership
• Manage customer use cases and maintain clear and concise case documentation
• Create customer engagement plans and keep the documentation on the customers environment updated
• Manage and grow customer relationships by delivering attentive relationship-based support
• Build a sense of trust with customers and serve as their advocate within Red Hat
• Contribute internally to the Red Hat team share knowledge and best practices with team members contribute to internal projects and initiatives and serve as a Subject Matter Expert (SME) and mentor for specific technical or process areas
• Partner closely with Red Hat Engineering Product Management and Technical Support teams to debug test and resolve issues
• Travel as necessary to visit customers and attend events within the region
• Learn new technologies quickly including topics like container orchestration container registries container build strategies and microservices on container platforms
• Establish and maintain parity with Red Hat cloud technologies strategy
• Engage with Red Hats product engineering teams to help develop solution patterns based on customer engagements as well as personal experience that drive platform adoption
• Engage with Red Hats field teams customers and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
• Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases

What you will bring :

Learn about the real-life experience of one of our Technical Account Managers in this blog post .

About Red Hat

Red Hat is the worlds 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. 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.

Inclusion at Red Hat

Red Hats 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 . General inquiries such as those regarding the status of a job application will not receive a reply.

Required Experience :

Manager

Key Skills

Business Development,Company Policies,Customer Service,Financial Performance,Revenue Growth,Oversight,Regional Sales,Account Management,Project Management,Product Line,Ensure Compliance,Human Resources,Procedures,Sales Goals,Direct Reports

Employment Type : Full-Time

Experience : years

Vacancy : 1

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