About the role...

HashiCorp seeks an experienced Critical Accounts Program (CAP) Manager passionate about advancing operational excellence through advanced escalation expertise and proactive risk mitigation for our clients. This pivotal role is dedicated to resolving critical issues beyond standard processes and escalations to ensure customer satisfaction. CAP Managers are empowered to drive positive customer outcomes and redefine perceptions of HashiCorp.

Your responsibilities will include fostering cohesion and collaboration within the Technical Field Operations (TFO) organization and across other cross-functional partners to achieve optimal customer satisfaction. You should possess a strong ability to scale processes effectively, thrive in dynamic environments, and exhibit exceptional interpersonal skills.

Our Critical Accounts Program (CAP) team, along with the cross-functional teams you’ll collaborate with, primarily operates remotely. While previous remote work experience is beneficial, we prioritize individuals who excel with a high degree of autonomy. Superior critical thinking, collaboration, communication, and team-building abilities are essential for effective engagement with leaders across various functions.

In this role you can expect to...

• Rectify technical problems and business relationship issues in critical accounts
• Assemble and drive cross-functional, geographically dispersed teams in the development and execution of action plans to address critical customer issues
• Efficiently and effectively communicate risk status internally and externally
• Engage executive leaders on CAP escalations
• Identify risk trends and develop plans to prevent future problems 
• Own systems for CAP documentation, status tracking, dashboards, and communication between stakeholders to ensure successful remediation
• Establish, drive, and continuously improve standards for processes that promote a high standard for program delivery and efficiency of teams
• Work closely with leadership teams and operational teams on priority and productivity process improvements

You may be a good fit for our team if you have...

• Experience: 5+ years of TAM, CSM, or field solutions program management experience with focused technical aptitude or IT Risk Management role.
• Technical Expertise: Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms.
• Customer Engagement: Proven experience working on risk mitigation projects with large and dynamic enterprise companies.
• Communication Skills: Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and effectively convey complex solutions to diverse audiences.
• Problem-Solving Skills: Demonstrated ability to analyze complex technical problems and develop innovative solutions.
• Collaboration: Experience working well in a highly dynamic cross-functional team that focuses on providing above-industry standard customer service. Proven ability to work cross-functionally with teams such as Product Management, Support, Engineering, Professional Services, Sales, and Technical Success.
• Travel: Ability to travel as needed, with domestic and occasional international travel required.

What’s nice to have...

• Knowledge of HashiCorp Tools: Knowledge of, and experience with, any of the tools in the HashiCorp portfolio.
• Technical Certifications: Relevant technical certifications (Incident Management Training, Project Management Professional (PMP), SAFe Portfolio Management, ITIL) are a plus.
• Methodologies: Proven experience with various project management methodologies such as Agile, Waterfall, Scrum, Kanban, Lean, and hybrid approaches.
• Education: Bachelor’s degree in Computer Science, Engineering, Information Technology, IT Risk Management a related field, or equivalent practical experience.

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