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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.
Rôle et responsabilités

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

Formation requise
Baccalauréat
Formation souhaitée
Maîtrise
Expertise professionnelle et technique requise
  • 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

L'unité commerciale

Logiciels IBM insuffle de l'intelligence dans les opérations commerciales de base — de l'apprentissage machine à l'IA générative — pour aider à rendre les organisations plus réactives, plus productives et plus résilientes. Logiciels IBM aide les clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et de la durabilité. La capacité d'utiliser toutes les données est essentielle à cet égard, car la valeur de l'IA dépend de la valeur des données qui l'alimentent. Dans la plupart des organisations, les données sont réparties sur plusieurs nuages, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM permet de faire évoluer et d'accélérer l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour former, ajuster et déployer l'IA dans l'ensemble d'une entreprise. La plateforme infonuagique hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'exploitation dans des environnements hybrides, ce qui constitue une base flexible pour tirer parti des données, où qu'elles se trouvent, afin de bien ancrer l'IA au sein d'une entreprise.

VOTRE VIE CHEZ 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?

À propos d'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.

Autres détails pertinents sur le poste

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