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Introduction
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.
Your role and responsibilities
Customer Success Engineers (CSEs) at HashiCorp act as our customers’ primary technical point of contact, serving as experts to help drive product adoption, establish best practices and increase value attainment across our customers’ journey! CSEs help our customers successfully onboard and integrate their HashiCorp tools into their software stacks and development lifecycles. CSEs also help customers recognize maximum value with our tooling by focusing on driving adoption of additional high-value product use cases. Finally, CSEs ensure customers are prepared for an on-time renewal by cementing the value of the HashiCorp toolchain within their stack, and by mitigating any risks to the renewal.
What you’ll do (responsibilities)
As a Senior Manager, Customer Success Engineer at HashiCorp, you will lead a diverse team in a high-performance environment, applying your expertise in technical account management! Your role will be pivotal in guiding our CoE Customer Success Engineer to be responsible for the customer lifecycle: driving our customers to successful renewals, improving their happiness with HashiCorp, and growing adoption of our products across their journey. You will be reporting to the AMER Theater Leader for Customer Lifecycle Management.
● Lead all aspects of a team of CSEs, providing leadership, mentorship, and direction
● Lead team performance, set clear goals, and foster a culture of excellence and continuous improvement
● Understand the HashiCorp customer journey and lead the continued execution and development of our customer-facing motions with the goal of driving customer satisfaction, consumption of license and acquiring outstanding renewal rates
● Build and maintain positive relationships with key customer partners, account team leadership, and internal collaborators and leaders, managing risks and opportunities related to product adoption, renewal, and expansion
● Work closely with the Value Engineering and Product Management teams to translate customer needs into technical solutions and contribute to new product requirements
● Drive strategic opportunities across the entire customer journey
● Comfort working on hybrid more (2 days remote and 3 days at the office per week)
Required education
Bachelor's Degree
Preferred education
None
Required technical and professional expertise
● Strong management experience in technical account management, solution architecture, sales engineering, or related fields.
● Strong running AMER accounts and deep knowledge of the AMER market.
● Strong business management fundamentals and experience in a Professional Services or Software Startup company.
● Good demonstrated leadership in running technical teams with a focus on getting results and team development.
● People leadership and a recognized leader in the organizations where you previously worked.
● Demonstrated experience leading strategic customer accounts and large projects.
● Deep knowledge in cloud infrastructure, DevOps practices, and HashiCorp products.
● Outstanding communication skills with the ability to lead stakeholder relationships effectively.
● Certifications in HashiCorp Secure Products, Cloud providers (AWS/Azure/GCP), and container orchestration (CKA) are highly desirable.
● B.S. degree in an engineering or similar program from an accredited college/university (or equivalent experience) preferred.
● 50% travel required (within Latam and US).
● Experience in Latam (mainly Brazil) and portuguese language.
● Fluent English.
● Fluent Spanish.
Preferred technical and professional experience
Familiarity with HashiCorp and IBM technologies and services.