Technical Account Manager

• OWN THE TECHNICAL SUCCESS OF TOP TIER CUSTOMERS
• Act as the dedicated technical point of contact for a portfolio of strategic top tier customers.
• Lead the technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations.
• Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders.
• DRIVE PLATFORM HEALTH, SCALABILITY, AND PERFORMANCE
• Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability.
• Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes.
• Guide customers on automation and workflow best practices when they impact platform performance, reliability, or scalability.
• MANAGE ESCALATIONS AND OPERATIONAL EXCELLENCE
• Oversee technical support intake, issue management, critical incidents, and high-severity support cases.
• Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams.
• Keep customers informed with timely communication, clear resolution plans, and proactive risk management.
• TURN CUSTOMER INSIGHTS INTO CONTINUOUS IMPROVEMENT
• Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans.
• Triage technical product issues, bugs, and feature requests, ensuring feedback is accurately captured internally, and tracking through to completion with product & engineering.
• Share structured customer insights with Product and Engineering to improve platform outcomes at scale.
• Identify and address technical product gaps surfaced by enterprise customers, from triaging bugs and feature requests to contributing lightweight fixes, workflow improvements, or pull requests where appropriate, partnering with Product and Engineering to get high-impact improvements adopted.

• Develop relationships with customer key business and IT stakeholders and become an expert on their implementations by understanding their top business goals and priorities
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customer technical infrastructures and environments, hardware, and offerings
• Partner closely with engineering, development, product management, and technical support teams to debug, test, and resolve issues
• Guide customers through technology changes or potential disruptions to their service and advise them on mitigation strategies
• Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans
• Build a sense of trust with customers and serve as their advocate within Red Hat; analyze and present periodic reviews of operational performance to customer leadership
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Travel, as necessary, to visit customers or attend internal events, following Red Hat's COVID-19 guidelines

Technical Account Manager – Ansible

• Own revenue performance across your portfolio (growth, retention, renewals)
• Own and drive multi-quarter account strategies, aligned to partner goals and revenue outcomes
• Maintain strong account health, renewal readiness, and long-term contracts
• Identify and execute growth opportunities that drive measurable increases in partner performance
• Drive behavioral change in organizers, helping them transition from manual to AI-enabled operating models
• Use internal AI tools alongside external tools to scale account management, generate insights, and prioritize actions
• Act as a trusted advisor to senior stakeholders at event organizers
• Provide data-driven recommendations to improve event performance
• Help partners design and implement AI-powered support models

• Serve as an internal and external point of expertise for PRD clients, helping to facilitate escalations, concerns, and overall account sentiment
• Apply FactSet proprietary coding and screening expertise to support client technical and workflow needs, translating business objectives into data logic and queries
• Consult with clients, product managers, and engineering teams to advise on PRD content, enhancements, upsell opportunities, and any risks
• Close collaboration with DSO Implementation, client services, and with Level 2 Data Excellence teams
• Proactively partner with client services to identify gaps, enhancements, and trends in the PRD solutions to address with internal and external stakeholders
• Liaise the troubleshooting of complex data issues, reconciling of mismatches, and resolution of challenges with feed integrations to maintain consistency and reliability
• Develop training materials and deliver sessions (internal and external) to promote understanding of client PRD processes
• Deliver ongoing education and mentorship for colleagues and clients—helping them better leverage core PRD capabilities and how they are being used by clients
• Contribute to product development initiatives and fact-finding for new data features and content launches based on client feedback
• Cross regional collaboration standards to ensure consistent approach to existing and prospective PRD clients

See all jobs on JobTailor

Technical Account Manager

Technical Account Manager – Ansible

Technical Account Manager

Technical Account Manager, Pricing and Reference Datafeeds