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Introduction
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.
Your role and responsibilities

The 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 mitigation
  • Work 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 expansion
  • Be responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, and calls to action in Gainsight

Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
  • 5+ 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 platforms
  • Proficiency 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 others
  • Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
  • Outstanding written and verbal communication/presentation skills to support onsite or remote strategic business reviews
  • Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate the customer’s needs
  • Strong interpersonal skills and the ability to work with various teams with varying backgrounds and skill sets
  • Ability to discuss high-level technical concepts with non-technical stakeholders
  • Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and is comfortable with high levels of ambiguity
  • Skilled at driving the adoption and consumption of software solutions to large and multifaceted global companies
  • Thrives 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 culture
  • Ability to travel to customers and internationally to HashiCorp events as needed

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.


Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.


Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.


Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 


At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.