OpenShift Technical Account Manager - UK

The Red Hat Global Services team is looking for an OpenShift Technical Account Manager to join us in a remote position. In this role, you are going to provide personalised, attentive support and mentorship, building high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructure, internal processes, and business needs. You will ensure that our customers receive access to solutions that enable their technical environments to run efficiently. As an OpenShift Technical Account Manager, you work closely with internal resources such as Support Delivery, Engineering, and Product Management depending on the customers’ environments and needs and facilitate cooperation with their other vendors, and advocate on their behalf. In this position, you are building up, maintaining, and growing long-lasting loyalty between Red Hat and our customers. You have the opportunity to shape the future of our technology along with subject matter experts and developers in the Open Source Community. What you will do: Develop relationships with key business and IT stakeholders and become an expert on customer implementations by understanding their top business goals and priorities Understand customers' technical infrastructure, hardware, processes, and products Deliver key portfolio updates and assist customers with product upgrades Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies Perform initial or secondary investigations and respond to online and phone support requests Troubleshoot technical issues and guide issue escalation with Red Hat 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 cases and maintain clear and concise case and customer documentation; craft customer engagement plans Build a sense of trust with customers and serve as their advocate within Red Hat Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption Ensure high level of customer experience with each qualified engagement Analyse and present periodic reviews of operational performance to customer leadership Establish and maintain parity with Red Hat’s open hybrid cloud strategy Delivering trainings and presentations to customers staff Travel, as necessary, to visit customers or internal events What you will bring: Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift), containers, Kubernetes, and IT automation Experience with Cloud computing infrastructure solutions (such as OpenShift and OpenStack ) and their concepts Strong understanding of Linux and related technologies such as, but not limited to, virtualisation, networking, and storage Prior experience in a support, development, engineering, or quality assurance organisation Ability to handle multiple issues and projects, while maintaining a high attention to detail Ability to manage and grow existing enterprise customer relationships Excellent verbal and written communication skills in English, with the ability to explain complex information to customers clearly and concisely Willingness to pursue certifications, such as RHCE, RHCA, etc. Efficient time management, as well as the ability to prioritise tasks according to their importance/urgency Ability to manage multiple issues and projects with focus on detail, while not losing sight of the overall picture Be able to communicate effectively how Red Hat’s offerings align to customer needs and use-cases The following are considered a plus: Existing or previous SC level clearance or higher, and/or a willingness to undertake clearance procedures up to SC Bachelor's degree in a technology-related discipline, preferably computer scienc ... (truncated, view full listing at source)