Customer Success Engineer

IntroductionA 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.Your Role And ResponsibilitiesThe Customer Success Engineer (CSE) is accountable for achieving and sustaining adoption and value, via delivering onboarding, consumption & risk mitigation workstreams. You will do this by understanding customer goals and the outcomes prescribed to achieve these goals with the product(s) purchased.Responsible for driving Customer onboarding and risk mitigationWork in partnership with internal stakeholders, including Solution Engineering, Solution Architecture, Enterprise Account Management, Professional Services, Support, and Renewals teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers.Measure, report, and analyze account health, playbook progress, and account sentiment to optimize the customer journey continuously through innovative practices focused on driving adoption, retention, and expansionBe responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, and calls to action in GainsightPreferred EducationMaster's DegreeRequired Technical And Professional Expertise5+ years of Technical Account Management, Customer Success Management, or program management experience with focused technical aptitude. Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platformsProficiency and 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 othersWell-organized self-starter with an excellent work ethic, attention to detail, and a desire to learnOutstanding written and verbal communication/presentation skills to support onsite or remote strategic business reviewsStrong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate the customer’s needsStrong interpersonal skills and the ability to work with various teams with varying backgrounds and skill setsAbility to discuss high-level technical concepts with non-technical stakeholdersDemonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and is comfortable with high levels of ambiguitySkilled at driving the adoption and consumption of software solutions to large and multifaceted global companiesThrives by having regular interactions with customers and is proactive in their outreach.Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)Able to be successful in a cross-functional cultureAbility to travel to customers and internationally to HashiCorp events as needed