Partner Acceleration Lead - Telco

Partner Acceleration Lead (PAL) focuses on ensuring Red Hat partners are fully engaged, recognize Red Hat as a preferred technology partner, maximizing the value of their partner program and that together we deliver a great mutual customer experience. As a PAL you will drive the alignment, enablement and strategic engagement between Red Hat and your named partners’ customer experience and support organizations.  In this role you will be the liaison between our support organization, engineering, product teams and our strategic partners. Your main objective will be to build relationships with a list of named partner accounts, working closely with your sales, solution architect and engineering counterparts to achieve the goals of each partnership. You will serve as a point of contact between Red Hat's sales, support and engineering teams and with counterparts at your partners’ organization. As a Partner Acceleration Lead you identify, lead and coordinate the support workflow and operational resources, processes and best practices that drive our partnership. You will leverage your experience navigating complex organizational structures to effectively drive alignment between the partner and Red Hat. A secondary focus will be around tactically engaging other strategic partners as needed. 

What you will do:

• Establish a trusted advisor relationship with partner stakeholders up to strategic level  so that all of Red Hat's activities are closely aligned with the business and technical goals of the partnership

• Act as the “In the Market” point of contact in the post sales cycle, and liaise with all teams/functions within Red Hat to champion shared goals/outcomes and strategy execution

• Understand our shared objectives and strategy by developing success plans that capture critical success factors, relevant KPIs and potential issues; and provide recommendations to achieve successful product adoption by our mutual customers

• Educate and enable partners on Red Hat product life cycle, certification, and support best practices

• Understand your partner’s solutions and technology as they relate to Red Hat products

• Interface with support, sales, product management and engineering teams to advocate for partner needs

• Onboard strategic partners to ensure their transition from sales, consulting and engineering to technical support and production is seamless

• Manage critical partner support escalations

• Conduct service reviews that highlight partner and program successes, adherence to contractual support obligations, milestones, opportunities and gaps 

• Drive corrective actions and closed loop efforts activities

• Focus on the overall engagement and alignment of our organization’s assigned resources and services including Technical Account Management, L3 support, collaborative support and support training and enablement

• Utilize influence skills to prioritize and advocate for your partners’ needs/issues internally, across various Red Hat teams/functions

• Act as a point of escalation on ongoing complex technical issues by collaborating with the Critical Situation/ Escalation Management team and other teams/functions within Red Hat 

• Proactively assess your partners’ risks and needs to make sound recommendations 

• Create advocates to generate strong partner and customer references, referrals and case studies.

What will you bring:

• High degree of technical acumen with the ability to understand and articulate how Red Hat’s products are used in partner solutions

• 5+ years of relationship management or technical partner or customer service experience, preferably within the Telecommunication  industry. Previous experience in partner support relationship management is desired

• Tech-savvy with strong technical enterprise-level computer software background supporting partners is desired. Ability to discuss technical concepts with non-technical stakeholders is key

• Demonstrated ability to manage critical support and business escalations. Must be detail oriented and possess excellent follow through skills. 

• Experience working with customer/partner relationship management tools and case management solutions

• Outstanding executive communication skills to lead on­site or remote strategic partner engagement reviews highlighting aspects of partner success, with stakeholders ranging from individual contributors to executive management

• Strong interpersonal, communication and presentation skills, along with an ability to work with teams across the globe with varying skillsets.

• Advanced proficiency in English language

• Self-motivated with leadership and drive to excel, excellent time management skills and the ability to prioritize your workload

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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.

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