Technical Account Manager

• Provide product and technical support for assigned accounts
• Identify and develop upsell opportunities
• Convey customer requirements to Product Management, Marketing and Engineering teams
• Provide functional and technical support to customers
• Respond to customer questions on technical and business related issues
• Deliver high-level and detailed sales presentations
• Responsible for attending conferences, seminars, etc.

• Become one of our foremost product experts, with deep knowledge across the Highspot platform and its integrations.
• Serve as the primary technical point of contact for mid to upper market customers, understanding their business goals, technical environments, and adoption challenges.
• Provide proactive technical guidance and best-practice recommendations, including how to leverage AI-powered features and workflows, as well as automation capabilities.
• Help customers interpret platform analytics - usage trends, adoption metrics, and health scores - and translate those insights into clear business outcomes and ROI narratives.
• Partner closely with CSMs, Account Executives, Implementation Managers, Support, and Product & Engineering to drive customer retention and expansion.
• Lead regular customer meetings with progress updates, strategic counsel, and actionable next steps.
• Identify opportunities for product enhancement and process improvement based on customer feedback and usage patterns.
• Manage customer expectations and deliverables through clear communication and stakeholder alignment.

Senior 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

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Technical Account Manager

Senior Technical Account Manager

Technical Account Manager – Platform