Red Hat Technical Account Management Team is looking for a Manager to be aligned to our ASEAN region. In this role, you will oversee a team of Technical Account Managers and translate the goals and strategies into scalable architectures that provide outstanding business value and user experiences. You'll position the team to meet customer-centric organizational goals, allocate resources to solve customer problems, recommend the implementation of our operational workflow, and ensure that the needs of the business are met.
What you will do
- Manage a team of Technical Account Managers
- Become a TAM champion for the sales team within the region and support TAM selling targets
- Guide the technical account management business with sales within the region
- Engage with customers by building relationships to deliver seamless renewals and growth
- Manage customer escalations with highly technical support requests from strategic customers
- Foster cooperation and cross-functional collaboration between technical support, engineering, product management, sales, and professional services teams and customers to achieve a high level of customer satisfaction
- Provide personal mentorship, direction, and skills evaluation to your team members to maximize engagement and develop deep technical and management skills
- Develop and administer schedules and performance requirements
- Provide input on strategies required to meet organizational goals and mentor for specific technical or process areas
- Participate in hiring processes and cultivate a pipeline of talented candidates
- Travel as necessary to visit customers and partners and attend conferences and other events
What you will bring
- Experience leading a team in a customer success, support engineering, or customer services organization in a technology-oriented environment
- Excellent interpersonal skills and ability to inspire, coach, and motivate team members
- Ability to translate strategic plans into communication and implementation plans; experience guiding significant change management activities
- Ability to interact effectively and diplomatically throughout all levels of a company with associates with diverse backgrounds
- Very good written and verbal communication skills in English
- Excellent critical thinking skills with the ability to make a timely decision
- Experience handling critical situations
- Ability to learn and apply new skills; ability to quickly process and effectively share knowledge
- Excellent communication skills; ability to interact courteously and effectively with customers, partners, and third-party vendors
- Commitment to customer service and to providing the best customer experience possible
- Familiarity with Red Hat's portfolio of offerings and subscription business model
- Knowledge of open source software solutions and open source as a business model
- Fluency in local languages is a big plus
- People management experience is a plus
