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Manager, Customer Success (EMEA) – HashiCorp 57 views

Manager, Customer Success (EMEA)
* Work Remotely in EMEA region *

HashiCorp

Job Description:

About HashiCorp

HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build tools to ease these decisions by presenting solutions that span the gaps. Our tools manage both physical machines and virtual machines, Windows, Linux, SaaS and IaaS, etc.

About the Role

HashiCorp is seeking a TAM Manager to build and lead a team of Technical Account Managers (TAMs). This team is responsible for the end-to-end relationship with our enterprise customers, works in a high-performance, reciprocal team environment to drive customer satisfaction by providing lifecycle management for a portfolio of HashiCorp customers.

The TAM Manager will work closely with our Director, Customer Success and will play a critical role in defining the company’s customer success methodology. The ideal candidate will have a successful background in customer facing roles, project management with multiple simultaneous projects, be focused, outgoing, and professional with a technology background. The candidate will also be extremely organized, excellent with deadlines, and passionate about becoming a subject matter authority in the HashiCorp product suite.

Job Responsibilities:

Manage Customer Lifecycle

  • Manage and be responsible for the end-to-end post sales customer lifecycle – including on-boarding, expansion phase, and renewals
  • Provide technical leadership for customer on-boarding projects at large Financial Services, Healthcare, Retail and other industry verticals
  • Driver customer success via high touch and low touch methods (automation tools)
  • Conduct Quarterly Business Reviews (QBR) for enterprise customers
  • Drive successful renewals with low churn and work with sales operations to execute renewals
  • Customer On-boarding
  • Ability to provide guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, and DevOps processes
  • Craft seamless on-boarding processes for our customers by working cross-functionally with Support, Services and Sales Engineering teams
  • Project liaison support for managing product deliveries into customers
  • Conduct regular requirements gathering reviews and project reviews

Recruit, mentor, and inspire a world-class team

  • Build a pipeline of great candidates and future employees
  • Set expectations on performance and give feedback as needed
  • Set up training schedules and mentoring opportunities
  • Drive performance standards to ensure team is performing at consistently high levels

Drive alignment with Sales Organization

  • Outline Customer Success involvement during sales cycle, and where hand-off occurs
  • Align with Sales on up-sell opportunities and Renewals
  • Align with Sales on QBRs (Quarterly Business Reviews)

Lead cross-functionally to drive customer success

  • Provide status and updates to Director, Customer Success
  • Gather feedback from other departments, including Sales, Support, Product, and others, to improve the overall customer experience
  • Continuous Process improvements – implementation methodology, delivery, CS tools, journey management

Job Requirements:

  • 10+ years Technical Account Management, Sales Engineering, Customer Support or equivalent experience – practitioners are highly encouraged to apply
  • At least 3+ years of Management experience
  • Expertise in open source and SaaS is a major advantage
  • Experience and participation within the DevOps community
  • Proficiency with status gathering and reporting for a large customer base
  • Comfortable multi-tasking and juggling competing and changing priorities in a fast-paced, ever-evolving, startup environment
  • Inspirational leader who can motivate teams to achieve and exceed goals
  • Ability to provide expert guidance for HashiCorp product deployment with strong skill sets in infrastructure architecture, cloud, IT operations, security, and development technologies and processes
  • Excellent presence; strong written and verbal communication skills
  • Upbeat, passionate, and unparalleled customer focus
  • Experience managing and influencing change in organizations
  • Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
  • Proficiency and/or knowledge of existing HashiCorp tools such as Vagrant, Terraform, Consul, Nomad, Vault is a plus
  • Experience with implementing software products or solutions to large and dynamic enterprise companies
  • Ability to work well in a highly dynamic and team environment that focuses on providing above industry standard customer service
  • Travel as needed – up to 20%
  • B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience. MS/MBA preferred.

How To Apply:

Click on “Apply” down below to proceed a job application process.

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Company Information
  • Total Jobs 473 Jobs
  • Category All Other Remote Jobs
  • Region(Country) Worldwide Based (Head Quartered In Seoul, South Korea)

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