Customer Success Engineer

**About the team**:
**What you’ll do (responsibilities)**:
Through continuous engagement, Customer Success Engineers 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
- 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
- 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
- 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 you’ll need (minimum qualifications)**:

- 7+ years experience with solution architecture, sales engineering, 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,
- Domestic and occasionally international travel required

LI-Hybrid

**Life at HashiCorp**:

- HashiCorp, an IBM company is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012. Join us on our journey as we work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.

**About HashiCorp**:
HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.