Staff Customer Success Engineer

IBM Corporation • Brookhaven, MS

62d

About The Position

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey. Customer Success Engineers (CSE) are responsible for customer technical health and the post-sales customer journey. They are our customers' primary technical point of contact, driving solution consumption via onboarding, adoption and maturity modeling, and value attainment. You will enable our customers' adoption of high-value product use cases and help integrate their HashiCorp tools into their software/development stacks. You will also mitigate on-time renewal risks by cementing the value of HashiCorp tools. Through continuous engagement, CSEs help clear technical blockers, optimize solution design, and accelerate time-to-value for Customers adopting HashiCorp tooling. The CSE team demonstrates our practical technical expertise across the HashiCorp stack to help our customers address their business challenges with our technologies, to drive effective implementation of HashiCorp tooling, to increase customer value attainment through expanded product uptake and to secure on-time renewals and expansions of customer investments in the HashiCorp toolchain!

Requirements

• 10+ years experience with solution architecture, sales engineering, technical account management or equivalent experience
• Proficiency and experience with concepts and technologies using software development, operations, security cloud, microservices, containers, and scheduling platform
• Proficiency and/or 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
• Exceptional communication skills, including experience developing and delivering technical content, experience asking effective questions to understand customer business priorities and needs, and comfort handling customer objections
• Passion for learning and working with new technologies, and willingness to dive into new areas of knowledge without external motivation and with an eye for detail
• Ability to work well in a highly-dynamic environment that focuses on providing outstanding Customer service
• Experience planning projects and leading customers through implementations of highly-technical products
• Comfort working with and advising both technical and business partners across the customer lifecycle
• Fluency in understanding, quantifying and empathizing with customer organizational pain and prescribing technical and process solutions to mitigate those difficulties
• Expertise in driving adoption of product use cases to enhance customer value attainment and satisfaction
• Skill in identifying and addressing customer risk, and confidence in mitigating it
• Comfort working remotely and performing well given a high level of independence and autonomy
• Up to 50% travel required
• Bachelor's Degree

Nice To Haves

• Master's Degree

Responsibilities

• Responsible for success of your assigned customer accounts throughout the customer journey, from onboarding through adoption and expansion/extension/renewal phases, as measured by customer product consumption, health, retention and growth
• Serve as a subject matter expert for our customers' usage of our tools to solve business challenges, providing customers with technical and business-oriented guidance at strategic points throughout their customer journey with HashiCorp
• Establish and maintain an understanding of the overall HashiCorp technology portfolio, and leverage this knowledge in conjunction with business insights to help improve customer application deliver and to help customers use HashiCorp tooling to drive measurable value-based outcomes
• Understand and document customer goals, challenges, business objectives and technical requirements in order to provide solutions, guidance and engagements tailored to each customer's needs
• Ensure the timely creation and upkeep of account health scores, notes, and calls to action in Gainsight
• Partner with the aligned account sales team to both identify, handle and mitigate customer risk across the customer's lifecycle with HashiCorp and to identify and develop opportunities to expand the depth and breadth of customer utilization of the HashiCorp toolchain
• Work cross-functionally with internal partners in product and engineering teams to translate customer business requirements into additional features to improve our product offerings
• Lead and coordinate account recovery actions for escalated customers, driving their successful de-escalation and return to normal health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees