Senior Technical Account Manager

Senior Technical Account Manager (STAM)

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. Candidate must speak French and English.

What You Will Do:

• Support enterprise customers implementing automated and containerized cloud application platform solutions
• Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
• Collaborate with the engineering, R&D, product management, and technical support teams
• Create documentation regarding customer issues and technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Travel occasionally to visit regional customers

What You Will Bring:

• 5+ years of experience in a support, development, engineering, IT, or quality assurance (QA) organization
• 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 by Red Hat)
• Competent comprehension of enterprise architecture and strategic business drivers
• Direct experience with a variety of hardware vendors
• Ability to manage multiple issues and projects with shifting priorities and timelines
• Outstanding written and verbal communication skills; ability to convey complex information to customers both clearly and concisely
• Ability to travel for customer visits and events within the region

The following are considered a plus:

• Bachelor's degree or equivalent in a technology-related discipline, ideally computer science or engineering
• Experience working in DevOps environments
• Software engineering background; experience with RPM-based Linux and Java technologies
• Experience deploying applications in cloud environments
• Experience developing containerized applications
• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts
• Familiarity with source code management tools like Git or SVN
• Prior experience in a technical leadership or mentorship role