Technical Account Manager

2 days ago


Raleigh, North Carolina, United States Red Hat Full time
About the Job

Red Hat is seeking a highly skilled Technical Account Manager to join our team in the Central or Eastern United States. As a Technical Account Manager, you will be responsible for partnering with a financial services customer to provide architectural guidance and implementation advice for the Red Hat Ansible Automation Platform.

Key responsibilities include acting as a liaison between the customer, the company, and organizations across Red Hat, facilitating communication, coordination, and collaboration across different teams to ensure the successful implementation and optimization of Red Hat's multi-product solutions.

This role requires a unique blend of technical expertise, communication skills, and strategic thinking to bridge gaps, align objectives, and drive positive outcomes for all stakeholders involved.

What You Will Do
  • Serve as the primary customer advocate within Red Hat, facilitating communication and collaboration across teams
  • Deliver Red Hat portfolio roadmap updates and assist customers with product upgrades and implementation
  • Rapidly learn and stay current with new technologies, including container orchestration, registries, build strategies, microservices, and automation environments
  • Specialize in Ansible Automation Platform, providing expertise on its implementation and use
  • Perform technical reviews to proactively identify and prevent issues, sharing knowledge across teams
  • Gain a comprehensive understanding of the customer's technical infrastructures, environments, hardware, and product usage
  • Investigate and respond to support requests via various channels, including online, phone, video call, chat, etc.
  • Provide strategic advice and guidance on current and future Red Hat products and solutions
  • Manage customer cases, maintaining clear and concise documentation
  • Collaborate with engineering, R&D, product management, and technical support teams
  • Create and maintain technical documentation for issue resolution and knowledge sharing
  • Manage and grow customer relationships through attentive, relationship-based support
  • Visit customer sites as needed and ensure exceptional service experience
What You Will Bring
  • Prior customer experience in a technical support, software development or engineering, or quality assurance organization
  • Experience with Ansible Automation Platform and similar automation technologies, including Chef, Puppet, SaltStack, etc; broad knowledge of automation practices and principles
  • Experience with configuration management, application deployment, and infrastructure orchestration technologies
  • Ability to manage and grow existing customer relationships by delivering proactive, relationship-based support
  • Outstanding verbal and written communication skills
  • Ability to convey complex information to customers clearly and concisely
  • Ability to manage multiple issues and projects
  • Bachelor's degree in a technology-related discipline (computer science or engineering is an advantage)


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