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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

Customer Success Engineers (CSEs) at HashiCorp act as our customers’ primary technical point of contact, serving as experts to help drive product adoption, establish best practices and increase value attainment across our customers’ journey! CSEs help our customers successfully onboard and integrate their HashiCorp tools into their software stacks and development lifecycles. CSEs also help customers recognize maximum value with our tooling by focusing on driving adoption of additional high-value product use cases. Finally, CSEs ensure customers are prepared for an on-time renewal by cementing the value of the HashiCorp toolchain within their stack, and by mitigating any risks to the renewal.

What you’ll do (responsibilities)

As a Senior Manager, Customer Success Engineer at HashiCorp, you will lead a diverse team in a high-performance environment, applying your expertise in technical account management! Your role will be pivotal in guiding our CoE Customer Success Engineer  to be responsible for the customer lifecycle: driving our customers to successful renewals, improving their happiness with HashiCorp, and growing adoption of our products across their journey. You will be reporting to the AMER Theater Leader for Customer Lifecycle Management.

●      Lead all aspects of a team of CSEs, providing leadership, mentorship, and direction

●      Lead team performance, set clear goals, and foster a culture of excellence and continuous improvement

●      Understand the HashiCorp customer journey and lead the continued execution and development of our customer-facing motions with the goal of driving customer satisfaction, consumption of license and acquiring outstanding renewal rates

●      Build and maintain positive relationships with key customer partners, account team leadership, and internal collaborators and leaders, managing risks and opportunities related to product adoption, renewal, and expansion

●      Work closely with the Value Engineering and Product Management teams to translate customer needs into technical solutions and contribute to new product requirements

●      Drive strategic opportunities across the entire customer journey

●      Comfort working on hybrid more (2 days remote and 3 days at the office per week)

Required education
Bachelor's Degree
Preferred education
None
Required technical and professional expertise

●     Strong management experience in technical account management, solution architecture, sales engineering, or related fields.

●     Strong running AMER accounts and deep knowledge of the AMER market.

●     Strong business management fundamentals and experience in a Professional Services or Software Startup company.

●     Good demonstrated leadership in running technical teams with a focus on getting results and team development.

●     People leadership and a recognized leader in the organizations where you previously worked.

●     Demonstrated experience leading strategic customer accounts and large projects.

●     Deep knowledge in cloud infrastructure, DevOps practices, and HashiCorp products.

●     Outstanding communication skills with the ability to lead stakeholder relationships effectively.

●     Certifications in HashiCorp Secure Products, Cloud providers (AWS/Azure/GCP), and container orchestration (CKA) are highly desirable.

●     B.S. degree in an engineering or similar program from an accredited college/university (or equivalent experience) preferred.

●     50% travel required (within Latam and US). 

●    Experience in Latam (mainly Brazil) and portuguese language.

●     Fluent English.

●     Fluent Spanish.



Preferred technical and professional experience

Familiarity with HashiCorp and IBM technologies and services.

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 50 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


OTHER RELEVANT JOB DETAILS

All our positions are eligible for people with disabilities PwD or rehabilitated.