Critical Accounts Program Director
hace 1 mes
HashiCorp is seeking an experienced Critical Accounts Program Manager to advance operational excellence through advanced escalation expertise and proactive risk mitigation for our clients. This pivotal role is dedicated to resolving critical issues beyond standard processes and escalations to ensure customer satisfaction.
Your responsibilities will include fostering cohesion and collaboration within the Technical Field Operations (TFO) organization and across other cross-functional partners to achieve optimal customer satisfaction.
Key Responsibilities
• 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.
Requirements
• 3+ years of TAM, CSM, or field solutions program management experience with focused technical aptitude or IT Risk Management role
• Proficiency 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. Proven ability to work cross-functionally with teams such as Product Management, Support, Engineering, Professional Services, Sales, and Technical Success.
What's Nice to Have
• Knowledge of HashiCorp Tools
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