Red hat Senior Technical Account Manager 

Australia 

795906616

What you will do

• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities

• Perform technical reviews and share knowledge to proactively identify and prevent issues and provide best-practice advice for their long-term supportability

• Forewarn customers of technology changes or potential disruptions to their service and then advise on mitigation strategies

• Provide best practice advice and guidance to customers about their current and future Red Hat products

• Troubleshoot technical issues and manage issue resolution with Red Hat support and customer teams

• Complete analysis and present periodic reviews of operational performance to customer leadership

• Manage customer support cases and maintain clear and concise case documentation

• Create customer engagement and success plans and keep the documentation on the customer's environment updated

• Manage and grow customer relationships by delivering attentive, relationship-based support

• Build 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 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, following Red Hat’s COVID-19 guidelines

What you will bring

• 5+ years of experience working in an application support, development, engineering, or quality assurance organization

• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

• Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely

• Competent comprehension of enterprise architecture and key business drivers

• Ability to manage multiple issues and projects with an eye for detail

• Direct experience with a variety of hardware and software vendors

• Ability to manage and cooperate with various levels of stakeholders up to C-level

• Security clearance requirement minimum NV1 level.

The following are considered a plus:

• Experience in system management, application development, cloud or server virtualization, solutions architecture

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

• Red Hat Certified Engineer (RHCE)

• Prior experience in a technical coaching or mentorship role

• Experience with training and presentation delivery

• Experience working in DevOps environments

• Software engineering background; experience with RPM-based Linux and Java technologies

• Experience deploying applications in cloud environments

• Experience developing containerized applications