Customer Success Engineer - Hashicorp

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 Hashi Corp'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.

Customer Success Engineers (CSE) are responsible for customer technical health and the post-sales customer journey. They are our customers’ primary technical point of contact, driving solution consumption via onboarding, adoption and maturity modeling, and value attainment. You will enable our customers’ adoption of high-value product use cases and help integrate their Hashi Corp tools into their software/development stacks. You will also mitigate on-time renewal risks by cementing the value of Hashi Corp tools.

Your primary responsibilities will include:

Through continuous engagement, CSEs help clear technical blockers, optimize solution design, and accelerate time-to-value for Customers adopting Hashi Corp tooling. The CSE team demonstrates our practical technical expertise across the Hashi Corp stack to help our customers address their business challenges with our technologies, to drive effective implementation of Hashi Corp tooling, to increase customer value attainment through expanded product uptake and to secure on-time renewals and expansions of customer investments in the Hashi Corp 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

• Serve as a subject matter expert for our customers’ usage of our tools to solve business challenges, providing customers with technical and business-oriented guidance at strategic points throughout their customer journey with Hashi Corp

• Establish and maintain an understanding of the overall Hashi Corp technology portfolio, and leverage this knowledge in conjunction with business insights to help improve customer application deliver and to help customers use Hashi Corp tooling to drive measurable value-based outcomes

• 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 in Gainsight

• Partner with the aligned account sales team to both identify, handle and mitigate customer risk across the customer’s lifecycle with Hashi Corp and to identify and develop opportunities to expand the depth and breadth of customer utilization of the Hashi Corp 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

• Proven…