About the Job:
The Senior Technical Account Manager (STAM) provides leadership and strategic direction for key accounts and is responsible for working independently to lead complex projects, and provide expert technical guidance to customers, and leading the resolution of varied and non-routine complex technical issues. This role exercises independent judgment and creative solutioning to ensure customer success. The STAM may coordinate the activities of other team members (team lead) to ensure successful completion of projects and assignments. This role is responsible for mentoring and providing guidance and advice to new team members. The STAM proactively develops and maintains strategic relationships with key customer stakeholders, serving as a trusted advisor and technical leader. This position contributes to overall business growth by driving customer satisfaction and retention.
Lead complex technical troubleshooting and problem resolution efforts for critical customer issues.
Develop and deliver technical tutorials and workshops to customers and internal teams.
Proactively identify and address technical risks and opportunities within customer environments.
Collaborate with sales and product management teams to develop and support the implementation of customer solutions.
Serve as a technical mentor and coach for junior team members.
Contribute to the development of new support tools and processes.
Lead internal initiatives to improve team performance and customer satisfaction.
Identify and drive initiatives to improve service delivery processes.
May be required to work on customer site and connect to customer systems.
What You'll Do:
Perform technical reviews & share knowledge to proactively identify & prevent issues
Understand your customers' technical infrastructures, hardware, processes, and offerings
Perform initial or secondary investigations and respond to online and phone support requests
Deliver key portfolio updates and assist customers with upgrades
Manage customer cases and maintain clear and concise case documentation
Create customer engagement plans & keep documentation on customer environments updated
Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings
Engage with Red Hat's field teams, customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in long-term enterprise success
Communicate how specific Red Hat platform & cloud solutions and our cloud road-map align to customer use cases
Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle
Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption
Establish and maintain parity with Red Hat’s platform & cloud technologies strategy
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 or process areas
Travel to visit customers, partners, conferences, and other events as needed
What You'll Bring:
Bachelor's degree in science or a technical field; engineering or computer science
Competent reading and writing skills in English
Ability to convey information to customers in a clear and concise manner
Ability to effectively manage and grow existing enterprise customer and partner relationships by delivering best-in-class support
Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
Upstream involvement in open source projects (patches submitted for upstream) is a plus
Indian citizenship or authorisation to work in India
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