Technical Account Manager - Management and Automation (Ansible)
About The Job
The Red Hat Global Services team is looking for a Technical Account Manager to join us in EMEA. 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 advocat...
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