Technical Customer Success Manager

hace 3 semanas


Salamanca, Salamanca, España HashiCorp A tiempo completo

About the role...

The Technical Customer Success Manager (TCSM) is accountable for achieving and sustaining adoption and value, via delivering onboarding, consumption & risk mitigation workstreams. You will do this by understanding customer goals and the outcomes prescribed to achieve these goals with the product(s) purchased.

In this role you can expect to...

You will be responsible for driving customer outcomes across Onboarding, consumption, and risk mitigation. You will be a critical player in driving long-term customer success across a portfolio of customers.

Responsible for driving Customer onboarding and risk mitigation

Work in partnership with internal stakeholders, including Solution Engineering, Solution Architecture, Enterprise Account Management, Professional Services, Support, and Renewals teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers.

Measure, report, and analyze account health, playbook progress, and account sentiment to optimize the customer journey continuously through innovative practices focused on driving adoption, retention, and expansion

Be responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, and calls to action in Gainsight

You may be a good fit for our team if you have...

2+ years of TAM, CSM, or program management experience with focused technical aptitude.

Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platforms

Proficiency and knowledge of existing solutions in the same domain as HashiCorp tools (e.g. Infrastructure Automation, Identity Management, and Dev/Ops) such as Vagrant, Packer, Terraform, Consul, Nomad, Vault, and others

Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn

Outstanding written and verbal communication/presentation skills to support onsite or remote strategic business reviews

Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer's business priorities, and anticipate the customer's needs

Strong interpersonal skills and the ability to work with various teams with varying backgrounds and skill sets

Ability to discuss high-level technical concepts with non-technical stakeholders

Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and is comfortable with high levels of ambiguity

Skilled at driving the adoption and consumption of software solutions to large and multifaceted global companies

Thrives by having regular interactions with customers and is proactive in their outreach.

Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)

Able to be successful in a cross-functional, remote-first culture

Ability to travel to customers and internationally to Hashicorp events as needed

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#LI-Hybrid

ALERT: HashiCorp has received reports of scams where individuals purporting to represent HashiCorp conduct bogus "employment interviews" via email or text, and then request payment as a condition for receiving an offer of employment. HashiCorp and its subsidiaries do not conduct interviews by email or text, and will never request payment as a condition for applying for a position or receiving an offer of employment. These scam operators may also ask for your personal information (name, address, birthdate, social security number, etc.), which you should not provide to them. If you have been the target of such a scam, you should report it to the U.S. Federal Trade Commission (see this FTC posting for further details: the office of your state Attorney General, or the government agency responsible for investigating matters such as this where you reside.



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