Technical Account Manager

• Develop relationships with key business and IT stakeholders and become an expert on customers’ implementations by understanding their top business goals and priorities
• Understand customers' technical infrastructure, hardware, processes, and products
• Deliver key portfolio updates and assist customers with product upgrades
• Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies
• Perform initial or secondary investigations and respond to online and phone support requests
• Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams
• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• 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
• Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption
• Ensure a high level of customer experience with each qualified engagement
• Analyze and present periodic reviews of operational performance to customer leadership
• Establish and maintain parity with Red Hat’s open hybrid cloud strategy
• Deliver trainings and presentations to customers’ staff
• Travel, as necessary, to visit customers or internal events

Technical Account Manager – Platform

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
• Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting
• Design and implement alerting and monitoring policies aligned to SLAs/SLOs
• Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks
• Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success
• Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities
• Run QBRs and proactively deliver improvement plans, not just recommendations
• Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision
• Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation
• Collaborate with sales engineers to design solutions and ensure requirements are fully addressed
• Deliver platform demos that clearly showcase execution-ready solutions
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• Actively driving and managing the post sales process with Enterprise-level customers
• Articulating the company's technology and product positioning to both business and technical users
• Identifying all technical and business issues of assigned accounts for customer satisfaction
• Providing product and technical support for assigned accounts
• Identifying and developing upsell opportunities
• Conveying customer requirements to Product Management, Marketing and Engineering teams
• Delivering high-level and detailed sales presentations
• Attending conferences, seminars, etc.

Senior Technical Account Manager

• Drive the execution of FUCHS digital and service solutions
• Provide relationship management alongside Sales with multiple customers
• Responsible for compliance of account to all service provision KPIs
• Day to day management of service supervisors and technicians
• Lead business opportunities with existing and new customers
• Offer technical guidance related to onsite services
• Assist in hiring, onboarding, and training of Service Technicians
• Meet and exceed fiscal targets assigned

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