The Red Hat Services Team is looking for a Senior Manager for the Technical Account Management Team in Japan to be aligned with our Japan Services Region. In this role, you will oversee a team of Technical Account Managers in Japan Region and translate the goals and strategies into scalable architectures that provide outstanding business values and customer experiences. You'll position the team to meet customer-centric organizational goals, allocate resources to solve customer problems, recommend the implementation of our operational workflow, and ensure that the needs of the business are met. 

Primary Responsibilities

• Manage and lead a team of Technical Account Managers

• Closely working with APAC TAM Leadership Team and Japan Services Leadership Team for strategies and initiatives in the region. 

• Become a TAM champion for the sales team within the region and support TAM selling targets

• Guide the Technical Account Management business with sales within the region

• Engage with customers by building relationships to deliver seamless renewals and growth

• Manage customer escalations with highly technical support requests from strategic customers

• Foster cooperation and cross-functional collaboration between Technical Support, Engineering, Product Management, Sales, and Consulting Services Teams and customers to achieve a high level of customer satisfaction

• Provide mentorship, direction, and skills evaluation to your team members to maximize engagement and develop deep technical and management skills

• Develop and administer schedules and performance requirements

• Provide input on strategies required to meet organizational goals and mentor for specific technical or process areas

• Participate in hiring processes and cultivate a pipeline of talented candidates

• Travel as necessary to visit customers and partners and attend conferences and other events

Required Skills

• Experience in leading a team in a customer success, support engineering, or customer services organization in a technology-oriented environment

• Excellent interpersonal skills and ability to inspire, coach, and motivate team members

• Ability to translate strategic plans into communication and implementation plans; experience guiding significant change management activities

• Ability to interact effectively and diplomatically throughout all levels of a company with associates with diverse backgrounds

• Excellent written and verbal communication skills in both Japanese and English.

• Excellent critical thinking skills with the ability to make a timely decision

• Experience handling critical situations

• Ability to learn and apply new skills; ability to quickly process and effectively share knowledge

• Excellent communication skills; ability to interact courteously and effectively with customers, partners, and third-party vendors

• Commitment to customer service and to providing the best customer experience possible 

• 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

• The ability and experience working in a matrix working environment

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
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