Director, Technical Account Management, APAC

Job Summary:

The Red Hat Services Team is looking for a Director, Technical Account Management (TAM) in Singapore to lead the APAC Services TAM Practice. The role will dual report to the Global Senior Director, Technical Account Management and Vice President, APAC Services.

In this role, you will oversee a team of senior TAM Managers and Technical Account Managers across APAC, to translate Global goals and develop strategies for success in APAC to drive a scalable model that provides outstanding business growth, sustainable value and excellent 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:

• Lead and manage a team of senior TAM Managers (and TAMs ICs as needed) across APAC.
• Work closely with the APAC Services Leadership Team as a member of the APAC Services LT.
  Collaborate closely with Regional Services Leadership Teams for strategic alignment, GTM and growth initiatives in the region.
• Close collaboration and alignment with the Global Senior Director, Technical Account Management to provide input on global strategies, whilst establishing and executing strategies to grow the APAC TAM business as a complimentary services offering along with Consulting and Training, to support customer success and overall product subscription adoption and expansion.
• Manage and optimize a consistent, highly capable, proactive and cross-functionally aligned TAM practice and delivery capability.
• Be the TAM champion for senior sales stakeholders across APAC and advocate for the TAM value proposition and support TAM selling to achieve targets.
• Guide the Technical Account Management business aligned with Global guidelines and policies.
• Engage with key strategic customers as needed by building relationships and delivering high value to ensure seamless renewals and growth.
• Hands-on support for strategic customer escalations as needed.
• Foster cooperation and cross-functional collaboration between Technical Support, Engineering, Product Management, Sales, Tech Sales and Consulting & Training teams and customers to achieve a high level of customer satisfaction.
• Provide personal mentorship, direction, and skills evaluation to your Managers and team members to maximize engagement and develop deep technical and management skills.
• Develop and administer schedules and performance requirements.
• Participate in hiring processes and cultivate a pipeline of talented candidates
• Travel as necessary to visit customers and attend conferences and other events

Required Skills:

• 10+ years of experience in leadership or management role, leading a high performance customer facing field organization in a technology-oriented environment (e.g. TAM, Professional Services).
• Demonstrated leadership of a complex large multi-country/region, multi-cultural organization.
• Experience leading transformational change within a large, matrixed organization.
• Demonstrated record of managing a significant multi-million dollar technology services business.
• Proven ability to build relationships with cross-functional teams of diverse styles, skill sets, and experience levels to achieve results.
• Organized and detail-oriented. Results focused.
• Demonstrated ability to teamwork with external partners, developing win-win relationships that keep the best interest of the customer at heart and also help scale the business at market level.
• 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 and presentation skills (English) and ability to interact courteously and effectively with all levels of external customer and partner stakeholders.
• Excellent critical thinking skills with the ability to make a timely decision.
• Experience handling critical situations.
• Customer service focus, including the ability to deliver multiple priority projects with high customer and partner satisfaction in a rapidly changing environment
• Strong financial and operational understanding of value drivers in recurring revenue business models.
• Ability to learn and apply new skills; ability to quickly process and effectively share knowledge
• 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.

• Bachelor's degree in a technology or business discipline. A graduate degree in management is considered highly desirable.
• Fluent in English (written and spoken).

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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