Critical Accounts Program Manager

hace 3 semanas

Madrid, Madrid, España HashiCorp A tiempo completo
About the Role

We are seeking an experienced Cloud Program Manager to join our team at HashiCorp. As a Cloud Program Manager, you will be responsible for resolving critical issues beyond standard processes and escalations to ensure customer satisfaction.

Key Responsibilities
  • Foster cohesion and collaboration within the Technical Field Operations (TFO) organization and across other cross-functional partners to achieve optimal customer satisfaction.
  • Scale processes effectively, thrive in dynamic environments, and exhibit exceptional interpersonal skills.
  • Rectify technical problems and business relationship issues in critical accounts.
  • Assemble and drive cross-functional, geographically dispersed teams in the development and execution of action plans to address critical customer issues.
  • Efficiently and effectively communicate risk status internally and externally.
  • Engage executive leaders on CAP escalations.
  • Identify risk trends and develop plans to prevent future problems.
  • Own systems for CAP documentation, status tracking, dashboards, and communication between stakeholders to ensure successful remediation.
  • Establish, drive, and continuously improve standards for processes that promote a high standard for program delivery and efficiency of teams.
  • Work closely with leadership teams and operational teams on priority and productivity process improvements.
Requirements
  • 5+ years of experience in TAM, CSM, or field solutions program management with focused technical aptitude or IT Risk Management role.
  • Technical expertise in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms.
  • Proven experience working on risk mitigation projects with large and dynamic enterprise companies.
  • Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and effectively convey complex solutions to diverse audiences.
  • Demonstrated ability to analyze complex technical problems and develop innovative solutions.
  • Experience working well in a highly dynamic cross-functional team that focuses on providing above-industry standard customer service.
  • Ability to travel as needed, with domestic and occasional international travel required.
Preferred Qualifications
  • Knowledge of HashiCorp tools and technologies.
  • Relevant technical certifications (Incident Management Training, Project Management Professional (PMP), SAFe Portfolio Management, ITIL).
  • Proven experience with various project management methodologies such as Agile, Waterfall, Scrum, Kanban, Lean, and hybrid approaches.
  • Education: Bachelor's degree in Computer Science, Engineering, Information Technology, IT Risk Management, or related field.

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