Technical Account Manager - OpenShift, Remote - Germany (m/f/d)

The Red Hat Technical Account Management team is looking for a Technical Account Manager to join us in Germany.

In this role, you will provide personalized, attentive support and mentorship to a small set of enterprise customers. Your goal will be to build high-value relationships as you understand their IT infrastructures, internal processes, and business needs, creating long-lasting loyalty to Red Hat. You will ensure that our customers have access to solutions that will enable their technical environments to run efficiently.

You will forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the customer’s expectations and communications through resolution of such incidents.

As a Technical Account Manager, you will work closely with internal teams such as Support Delivery, Engineering, and Product Management. Depending on your customers’ environments and needs, you will help them collaborate with other vendors and advocate on their behalf. In this role, you will have the opportunity to shape the future of our technology alongside subject-matter experts and developers in the open-source community.

What you will do

Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat OpenShift and 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.

Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service

Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow Red Hatters 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 use cases and maintain clear and concise case and customer documentation

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

Handle customer escalations with Red Hat and customer teams

Engage with Red Hat’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption

Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success

Establish and maintain parity with Red Hat cloud technologies strategy

Analyse and present periodic reviews of operational performance to customer leadership

Deliver presentations to customer associates

Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases

Travel, as necessary, to visit customers or attend internal events

What you will bring

Experience in a support, development, engineering, or quality assurance organisation

Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat), containers, Kubernetes, cloud management (Red Hat CloudForms), and IT automation (Ansible Automation Platform by Red Hat)

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