Job Summary:
Red Hatのサービスチームでは、お客様サポートと専門的な知識を提供するテクニカルアカウントマネージャ(TAM)を募集しています。このポジションでは、お客様のIT環境やビジネス要件に深い理解を持ち、OpenShift Container Platform/Red Hat Enterprise Linux に対する技術的なアドバイスを提供します。また、重要なステークホルダとの協力関係を築き、お客様にベストプラクティスを共有し、クリティカルインシデントに責任をもち対応します。お客様との関係を大切にし、円滑なコミュニケーションを保つことを重視します。
さらに、Red Hatのエンジニアリングチーム、製品管理チーム、セールスチーム、コンサルティングチームやグローバルサポートチームと密接に協力し、一緒に問題解決に取り組むことが求められます。チームの一員として協力し、仕事を楽しむ姿勢、プロフェッショナルとしての努力、優れたコラボレーションスキル、新しいスキルを積極的に学ぶ意欲、効率的な時間管理が重要となります。
Red Hat Services is looking for a Senior Technical Account Manager to join us in Tokyo Japan. You will have responsibility for managing assigned accounts, maintaining a single-minded focus to ensure customers are extracting the most value out of their Red Hat investment. You will have a track record in translating complex technical issues into tangible solutions.
You will nurture relationships with your customers, build trust, and healthy collaboration. You will develop a deep technical understanding of their Red Hat implementation, serve as a trusted advisor, proactively partner with them, and assist them in achieving their business objectives through the effective plan, adoption, and utilization of Red Hat products and technologies. You will act as a point-of-contact for any major incidents; Collaborating with your customers, Red Hat internal resources, and relevant partners to the resolution of the incidents. Ultimately, you will support and guide your customers to turn their investments with Red Hat into business successes.
Primary Responsibilities:
信頼関係を大切にし、社内チームと協力してお客様の満足度を高め、ビジネスの拡大で長期的な成功を目指す。
将来の問題に対して予測し、予防策を提案する。
お客様の環境、要件、ビジネスニーズを深く理解し、問題解決を支援することで、高度な製品サポートを提供する。
お客様のユースケースとRed Hatのクラウド製品ロードマップの整合性を高め、最適なソリューションを提供できるよう支援する。
定期的なお客様訪問を行い、直接のコミュニケーションを通じて関係を強化する。
Develop relationships with key business and IT stakeholders and become a guide on a customer's implementation by understanding their top business goals and priorities.
Help customers achieve their business goals and outcomes by providing recommendations that will benefit customers' ongoing usage of Red Hat’s technologies.
Attain Trusted Advisor status with both key business and technical decision makers.
Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific to customers' business needs.
Monitor and identify trends in Red Hat adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Success Reviews.
Proactive liaison and focal point into Red Hat Products and Global Engineering and Technical Support Team, to address product features and technical hurdles.
Provide proactive communications in the event of a service degradation or disruption.
Participate in issues resolution and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.
Provide executive level summary status reports both internally and to the customer for strategic cases.
Collaborate with internal teams to improve customer satisfaction and reduce renewal risk.
Foster existing unused product capabilities and functionality that could help customer's business.
Serve as the customer advocate within Red Hat.
Build and maintain a TAM Engagement Plan to track the activities delivered and demonstrate the value and impact on the customer business.
Travel regionally to visit customers occasionally.
Required Skills
5年以上のエンタープライズでのテクニカルサポート経験を有し、障害解析を含む技術的なサポートとテクニカルアドバイザとしての能力。
お客様との関係を大切にし、サードパーティベンダや社内チームとの円滑なコミュニケーションを通じて、サポートを提供する能力。
コンテナプラットフォーム上のオーケストレーション、レジストリ、ビルド・デプロイパイプライン、マイクロサービスなどを含む関連する新技術を積極的に学ぶ意欲と能力。
エンタープライズのシステムアーキテクチャや市場の動向、戦略的なビジネス目標に関する知識と理解。
日本語およびビジネスレベルの英語で、文書および口頭でのコミュニケーションにおいて、複雑な情報を明確かつ簡潔に伝える能力。
チーム内での協調性と協力性を発揮し、効果的に働く能力。
5+ years of experience working in customer support, development, engineering, or quality assurance (QA) organization
Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
Outstanding written and verbal communication skills; ability to convey complex information to customers clearly and concisely
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with a focus on detail
Aptitude to learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
プラスとなるスキル:
OpenShift あるいは KubernetesのTAM、テクニカルサポートの経験。
システム管理、クラウド、またはミドルウェアでの経験。
コンピュータサイエンスまたはエンジニアリングの分野で学士号。
テクニカルリーダーシップまたはメンターとしての経験。
トレーニングおよびプレゼンテーション配信の経験。
Platform-as-a-Service（Red Hat OpenShift）、コンテナ、Kubernetes、ミドルウェアなどのエンタープライズクラウドソリューションに関する専門知識。
DevOps環境での作業経験。
ソフトウェアエンジニアリングのバックグラウンド; RPMベースのLinuxおよびJava技術に関する経験。
クラウド環境でのアプリケーションデプロイメントの経験。
コンテナ化されたアプリケーションの開発経験。
CI/CD の概念に関する優れた理解。
Red Hat Enterprise Linux あるいは Linux OS のTAM、テクニカルサポートの経験
The following are considered a plus:
Experience with system management, cloud, or Middleware
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Prior experience working in a technical leadership or mentorship role
Experience with training and presentation delivery
Expertise with enterprise cloud solutions like Platform-as-a-Service (Red Hat OpenShift), containers, Kubernetes and Middleware
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 understanding of continuous integration (CI) and continuous delivery (CD) concepts
詳細なテクニカルアカウントマネージャの役割については、以下のリンクを参照してください:
For more information on the technical account manager role please refer to:
https://www.redhat.com/en/services/support/technical-account-management
https://www.redhat.com/en/blog/tag/technical-account-managers
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
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