Associate Manager, NAPS Technical Account Management Practice

About the job

The Red Hat North America Public Sector organization is looking for a customer-focused, technical support professional with knowledge of the Red Hat product portfolio to join us remotely as an Associate Manager in the U.S. Our team provides technical account management services and enhanced support to government and public sector customers, including the Department of Defense, state and local agencies, educational institutions, and others. In this role, you will provide oversight and people management to a team of individual contributors (Technical Account Managers) and help us build, maintain, and grow long-lasting customer loyalty. You'll work closely with peers to guide initiatives and continually develop your team's professional skills and technical expertise. As an Associate Manager, you’ll need to demonstrate leadership and build on your own experience to inspire, motivate, and develop your team members and meet customer-centric organizational goals.

What you will do

• Manage a public sector technical account management team
• Deliver a consistent team outcome through leadership of strategic changes
• Provide direction, coaching, and mentoring to increase team's capabilities, develop competencies, and ensure that goals and expectations are met
• Ensure that critical escalations are handled in a timely and customer-centric manner
• Manage the collection, aggregation, interpretation, and reporting of organizational performance metrics to be used by management and operational leaders to guide strategic business decisions
• Provide guidance to associates within the established company policies; recommend changes to policies and procedures
• Support sales cycles across our portfolio of offerings, work with the sales teams on understanding the subscription consumption, and work throughout the year to maximize the value our customers are getting from their subscriptions
• Promote and guide continuous professional and personal development of team members
• Maintain knowledge of current technologies and business needs
• Build and maintain relationships with our customers
• Regularly assist in efforts to identify, attract, and interview technical account manager candidates

What you will bring

• Experience in engineering, computer science, open source software, or related technical field
• Experience leading and mentoring others including, people management or team lead experience
• Ability to identify potential, develop, motivate, and build a team
• Excellent problem-solving, communication, and time management skills
• Ability to collaborate effectively with associates from diverse cultural backgrounds
• Outstanding written and verbal communication skills in English
• Passion for learning and sharing your knowledge and experience
• Ability to travel as required to support our business and our team
• US Citizenship is required
• Familiarity with Red Hat's portfolio of offerings and subscription business model
• Knowledge of open source software solutions and open source as a business model
• Experience in sales or in a role supporting sales is preferred as is experience working within the US public sector

The salary range for this position is $116,550 - $186,350. Actual offer will be based on your qualifications.

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