• Technical Account Manager - SAP

    Location DE-Remote
    Posting date 2 months ago(1/3/2019 7:54 AM)
    Job ID
    Technical Support
    Remote base
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    Join the team that resolves technical issues and builds, grows, and maintains long-lasting relationships between Red Hat and our customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Account Manager with a focus on SAP technology to join us in Germany. At Red Hat, customer support includes far more than just "break-fix" solutions. In this role, you'll provide a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. You will be assigned enterprise customers from the Europe, Middle East, and Africa (EMEA) region, who rely on SAP technology. You will ensure personalized, proactive support and guidance and cultivate meaningful relationships with our customers, as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support for different customer environments, facilitate collaboration with customer vendors, and advocate on behalf of our customers. At the same time, you'll work closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues.

    Primary job responsibilities

    • Perform technical reviews and share knowledge to actively identify and prevent issues
    • Understand the technical infrastructures, hardware, processes, and offerings of our customers
    • Perform initial or secondary investigations and respond to online and phone support requests
    • Deliver key portfolio updates and assist customers with offering upgrades
    • Manage customer cases and maintain clear and concise case documentation
    • Create customer engagement plans and keep the documentation on different customer environments updated
    • Ensure high level of customer satisfaction with each qualified engagement through the complete offering adoption life cycle
    • Engage with Red Hat's field teams, customers, and partners to ensure a positive SAP experience and a successful outcome resulting in long-term enterprise success
    • Communicate how specific Red Hat SAP solutions and our offering roadmaps aligned to SAP offerings align to customer use cases
    • Capture the capabilities of Red Hat’s solutions and identify gaps related to customer use cases through closed loop processes used 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 on personal experience, that will guide platform adoption
    • Establish and maintain consistency within Red Hat’s SAP technologies strategy
    • Contribute internally to Red Hat’s teams, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor for specific technical or process areas
    • Travel, as necessary, to visit customers, partners, conferences, and other events

    Required skills

    • 5+ years of Linux system administration experience
    • Experience working in a support, development, engineering, or quality assurance (QA) organization
    • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
    • Advanced technical knowledge of the Linux file system and the Linux kernel
    • Experience working with a variety of hardware vendors
    • Understanding of enterprise-class applications like databases, high-availability application architecture, and SAP
    • Excellent written and verbal communication skills in English
    • Experience with training and presentation delivery is a plus
    • Bachelor's degree in a technology-related discipline is a plus
    • Technical knowledge of SAP is a plus

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.



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