Critical Accounts Program Manager
Critical Accounts Program Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About the team
HashiCorp seeks an experienced Critical Accounts Program (CAP) Manager passionate about driving operational excellence through advanced escalation expertise and proactive risk mitigation for our clients! In this role you will support customers by resolving complex issues beyond standard procedures escalating concerns when necessary and ensuring they maximize the value of HashiCorp solutions. CAP Managers play a crucial role in mitigating risks and driving positive customer outcomes.
As a CAP Manager you will foster collaboration and alignment within the Technical Field Operations (TFO) organization and across crossfunctional teams to achieve optimal customer results. Success in this role requires the ability to scale processes effectively navigate dynamic environments and demonstrate exceptional interpersonal skills.
What youll do Responsibilities)
- Assemble and drive crossfunctional teams across multiple time zones to develop and execute structured action plans that resolve critical customer issues drive deescalation strategies and prevent future risks.
- Collaborate with account sales teams to proactively identify manage and mitigate customer consumption risks ensuring longterm success and expansion opportunities.
- Communicate risk status effectively to both internal and external stakeholders ensuring transparency and alignment.
- Engage executive leadership on highrisk escalations providing visibility strategic insight and resolution strategies.
- Develop a deep understanding of customers technical environments and strategic initiatives to provide tailored guidance that aligns with business goals.
- Understand document and track customer risk factors to provide tailored solutions guidance and engagements while maintaining account health scores and escalation status using Gainsight and other internal tools.
- Own risk documentation status tracking dashboards and communication between stakeholders to drive successful remediation of our customers risk
- Partner with leadership and operational teams to prioritize and implement efficiency improvements.
- Work crossfunctionally with Support Product and Engineering teams to translate customer risk into feature enhancements that improve product offerings.
- Resolve technical problems and business relationship issues in critical accounts
What youll need (minimum qualifications)
- Experience: 3 years of experience in Technical Account Management (TAM) Customer Success Management (CSM) Program Management or a related customerfacing technical role.
- Technical Expertise: Technical familiarity with HashiCorp solutions or related technologies in areas such as Infrastructure Automation Identity Management or DevOps.
- Communication Skills: Excellent verbal and written communication skills with the ability to understand the needs of all stakeholders and articulate complex technical issues clearly to diverse audiences.
- ProblemSolving Skills: Demonstrated ability to analyze complex technical and business challenges develop innovative solutions and drive resolution in highpressure situations.
- Collaboration: Experience working crossfunctionally with Product Management Support Engineering Professional Services Technical Success and Sales to drive customer success and reduce churn.
- Resilience & Adaptability: Proven ability to remain composed in highstress situations adapt to change and work effectively in ambiguous environments.
- Interpersonal & Relationship Management: Strong interpersonal and relationshipbuilding skills with the ability to navigate diverse personalities understand varying perspectives and approach customer challenges with empathy and emotional intelligence.
- Remote Work & Autonomy: Comfortable working in a remote highautonomy environment while managing multiple highpriority escalations and coordinating crossfunctionally.
Whats nice to have (preferred qualifications)
- Technical Certifications: Relevant technical certifications (Incident Management Training Project Management Professional (PMP) SAFe Portfolio Management ITIL) or similar frameworks are a plus.
- Enterprise Account Experience: Experience managing enterpriselevel accounts navigating complex organizational structures and driving strategic customer engagements.
- Risk & Escalation Methodologies: Experience applying structured escalation and risk management frameworks in highstakes customer environments.
- Project Management Methodologies: Proficiency in Agile Waterfall Scrum Kanban Lean or hybrid project management approaches to drive efficiency in issue resolution.
- CRM & Case Management Experience: Experience working with customer relationship management (CRM) tools and case management solutions such as Gainsight or Salesforce.
Education: Bachelors degree in a technical field (Computer Science Engineering Information Technology IT Risk Management) or equivalent practical experience.
#LIHybrid
#LIAA1
HashiCorp is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. HashiCorp will be the hiring entity. By proceeding with this application you understand that HashiCorp will share your personal information with other IBM subsidiaries involved in your recruitment process wherever these are located. More information on how IBM protects your personal information including the safeguards in case of crossborder data transfer are available here: link to IBM privacy statement.
Required Experience:
Manager
Employment Type
Full Time
