The Red Hat Partner Engagement team within the Partner Ecosystem Success organization is seeking a Senior Partner Acceleration Lead (PAL) to serve as a trusted advisor to strategic partners in SEAK region. As a PAL you will focus on ensuring Red Hat partners are fully engaged, recognize Red Hat as a preferred technology partner, maximizing the value of their partner program and that together we deliver a great mutual customer experience. As a PAL you will drive the alignment, enablement and strategic engagement between Red Hat and your named partners’ customer experience and support organizations. In this role you will be the liaison between our support organization, engineering, product teams and our strategic partners. Your main objective will be to build relationships with a list of named partner accounts, working closely with your sales, solution architect and engineering counterparts to achieve the goals of each partnership. You will serve as a point of contact between Red Hat's sales, support and engineering teams and with counterparts at your partners’ organization. As a Partner Acceleration Lead you identify, lead and coordinate the support workflow and operational resources, processes and best practices that drive our partnership. You will leverage your experience navigating complex organizational structures to effectively drive alignment between the partner and Red Hat. A secondary focus will be around tactically engaging other strategic partners as needed.
What you will do:
Establish a trusted advisor relationship with partner stakeholders so that all of Red Hat's activities are closely aligned with the business and technical goals of the partnership
Act as the “In the Market” point of contact in the post sales cycle, and liaise with all teams/functions within Red Hat to champion shared goals/outcomes and strategy execution
Understand our shared objectives and strategy by developing success plans that capture critical success factors, relevant KPIs and potential issues; and provide recommendations to achieve successful product adoption by our mutual customers
Educate and enable partners on Red Hat product life cycle, certification, and support best practices
Understand your partner’s solutions and technology as they relate to Red Hat products
Interface with support, sales, product management and engineering teams to advocate for partner needs
Onboard strategic partners to ensure their transition from sales, consulting and engineering to technical support and production is seamless
Manage critical partner support escalations
Conduct service reviews that highlight partner and program successes, adherence to contractual support obligations, milestones, opportunities and gaps
Drive corrective actions and closed loop efforts activities
Focus on the overall engagement and alignment of our organization’s assigned resources and services including Technical Account Management, L3 support, collaborative support and support training and enablement
Collaborate to produce documentation and training to support the onboarding and ongoing enablement of Red Hat and partner associates to ensure they understand and support the objectives of the partnership
Utilize influence skills to prioritize and advocate for your partners’ needs/issues internally, across various Red Hat teams/functions
Act as a point of escalation on ongoing complex technical issues by collaborating with the Critical Situation/ Escalation Management team and other teams/functions within Red Hat
Proactively assess your partners’ risks and needs to make sound recommendations
Create advocates to generate strong partner and customer references, referrals and case studies.
Contribute towards building a fun filled work environment
What you will bring:
High degree of technical acumen with the ability to understand and articulate how Red Hat’s products are used in partner solutions
5+ years of relationship management or technical partner or customer service experience,…