Senior Technical Account Manager

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