Critical Accounts Program Manager, HashiCorp

• You should possess a strong ability to scale processes effectively, thrive in multifaceted environments, and exhibit outstanding interpersonal skills!
• 3+ years of TAM, CSM, field solutions program management or equivalent experience
• Proficiency and/or knowledge of existing solutions in the same domain as HashiCorp tools (e.g. Infrastructure Automation, Identity Management and Dev/Ops)
• Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and effectively convey sophisticated solutions to diverse audiences
• Demonstrated ability to analyze sophisticated 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 track record of working cross-functionally with teams such as Product Management, Support, Engineering, Professional Services, Sales, and Technical Success

Desirable

• HashiCorp seeks an experienced Critical Accounts Program (CAP) Manager who is passionate about advancing operational excellence through advanced escalation expertise and proactive risk mitigation for our clients
• You will support our customers resolve critical issues beyond standard processes and elevate customer concerns to ensure customer satisfaction and achieve maximum value from our solutions
• CAP Managers drive positive customer outcomes by mitigating risks and escalations
• Your responsibilities will include fostering cohesion and teamwork within the Technical Field Operations (TFO) organization and across other cross-functional partners to achieve optimal customer outcomes
• 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 risk (CAP) escalations
• Understand and document customer risk to provide solutions, guidance, and engagements tailored to their needs
• Own risk documentation, status tracking, dashboards, and communication between stakeholders to ensure successful remediation of our customers’ risk
• Work closely with leadership teams and operational teams on priority and efficiency process improvements
• Work cross-functionally with stakeholders in support, product and engineering teams to translate customer risk into additional features to improve our product offerings
• Resolve technical problems and business relationship issues in critical accounts