Associate Partner Acceleration Lead

The Red Hat Global Partner Engagement team within the Partner Ecosystem Success (PES) organization is looking for an Associate Partner Acceleration Lead (PAL) to join us in EMEA. Youll provide partners a direct contact to the Partner Acceleration Desk a no cost offering where our technology partners can ask questions relating to Red Hat offerings partner programs product certification training engagement process and more. Whether an existing Red Hat Partner that uses our products and technologies to build and certify for support or to interoperate with our platforms or are a prospective partner they can use this desk to ask us questions throughout their engagement journey. We provide this service to simplify the Red Hat partnering experience with the goal of achieving better relationships. Your main goal will be helping to scale out our program offerings to effectively reach a larger audience of partners through consistent repeatable and impactful partner interactions.

The position is office-based in Brno Czech Republic.

What you will do:

• First point of contact to unmanaged partners throughout their journey with Red Hat using an internal ticketing tool

• Assuming ownership for tickets raised by partners until resolution

• Ensuring proper solution has been provided for the tickets raised by partners

• Guiding corrective actions and closed-loop activities for partners

• Collaborating and liaising with Ecosystem Partner Management Technical Support Certification and Sales teams to ensure partner inquiries are addressed in an efficient and timely manner

• Documenting solutions to known partner issues in knowledge base articles using the KCS methodology

• Documenting internal processes to enable other partner facing teams within Red Hat

• Coordinating with Sales Product Management Engineering and Technical Support teams to advocate for partner needs and bidirectional feedback

• Tailoring and delivering materials to educate partners on Red Hat product life cycle certification and support best practices

• Contributing to metrics and other reporting standards to showcase the impact of the Partner Acceleration Desk to internal stakeholders

What you will bring:

• Background or experience in support; an understanding of technical support and professional services processes and workflows

• Experience advocating for customers or partners and an ability to foster and cultivate relationships with them

• Outstanding written and verbal communication skills in English

• Detail-oriented and possess excellent follow up skills

• Organized and work well with constant priority changes

• Self-starter and able to take ownership of new initiatives; ability to see through to closure or proposed solution

• Experience working in a ticketing tool (e.g. Jira Salesforce)

The following skills are considered a plus:

• Experience with partner organizations and handling of not for resales (NFRs) partner program bundles entitlements etc.

About Red Hat

Red Hat is the worlds 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. Were 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.

Inclusion at Red Hat
Red Hats 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 different 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 that compose our global village.

Equal Opportunity Policy (EEO)
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