Associate Partner Acceleration LeadVerified as a real position

Who we’re looking for

• 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)

What you’ll 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

About the position

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. You’ll 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.

Benefits

• 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.
• 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.
• We welcome and encourage applicants from all the beautiful dimensions that compose our global village.
• We’re the world’s leading provider of enterprise open source solutions—including Linux, cloud, container, and Kubernetes.
• Whether we’re building software, championing our products, or training new associates, we’re collaborating openly to make a difference in the world of open source and beyond.