Director, Customer Lifecycle Management

hace 1 día

Madrid, España Hashicorp, Inc. A tiempo completo

.(will include PS implementation services, enablement, onboarding, and customer success)Location: Madrid, Spain (hybrid)About the teamOur philosophy in customer success starts in the sales process and manifests itself during our customers lifecycle using our solutions. As a member of the Technical Field Operations (TFO) leadership, this role will be responsible for building a new team and ensuring our philosophies are delivered.These start with onboarding our solutions, ensuring customers are trained to drive successful adoption, and then articulating our best practices to ensure maximum return on the customers investment in HashiCorp. The Director of Customer Lifecycle Management will support many aspects of our Technical Field Operations – from defining the customers success plan during the sales process, to establishing an onboarding and enablement plan, to supporting a customer's deployment of first and additional use cases.What you'll do (responsibilities)Effectively Manage a team of technical resources from engineers, project managers, and technical customer success managersCollaborate with TFO Geo functional leaders in supporting their organizations and functions thru this shared services hubBe a Subject Matter Expert (SME) on HashiCorp architecture, tools, and productsProvide guidance for business decisions during the implementation from a technical perspective on issues such as performance, scalability, reliability, and securityWork with our Product Management, Product Engineering, and Support teams to resolve issues that occur during the deployment of our productsManage the implementation plan, customer success plans, and share weekly status reportsSet, manage, and meet mutual expectations with the customer to ensure satisfactory completion of implementation projects and onboardingHandle escalations where necessary and manage customer as well as internal resource expectationsFacilitate discovery and requirements analysis sessions with customers and the HashiCorp teamDevelop project plans and estimates to deliver on time and within budgetTrack and report progress metrics to ensure success and mitigate riskWeekly visit our Madrid officeWhat you'll need (basic qualifications)3+ years of people management in any of the following experiences: Implementation, Customer Support, Customer Success, or Sales Engineering experience. People and program management experience is a must

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