ABOUT THE TEAM

Technical Account Managers (TAMs) are our customers’ primary technical point of contact, driving product onboarding, adoption/maturity and value attainment! You will enable our customers’ adoption of high-value product use cases and help integrate their HashiCorp tools into their software/development stacks. You will also mitigate on-time renewal risks by cementing the value of HashiCorp tools.

WHAT YOU’LL NEED (MINIMUM QUALIFICATIONS)

• 7+ years experience with solution architecture, sales engineering, technical account management or equivalent experience
• Proficiency and experience with concepts and technologies using software development, operations, security cloud, microservices, containers, and scheduling platform
• Proficiency and/or 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
• Exceptional communication skills, including experience developing and delivering technical content, experience asking effective questions to understand customer business priorities and needs, and comfort handling customer objections
• Passion for learning and working with new technologies, and willingness to dive into new areas of knowledge without external motivation and with an eye for detail
• Ability to work well in a highly-dynamic environment that focuses on providing outstanding Customer service
• Experience planning projects and leading customers through implementations of highly-technical products
• Comfort working with and advising both technical and business partners across the customer lifecycle
• Fluency in understanding, quantifying and empathizing with customer organizational pain and prescribing technical and process solutions to mitigate those difficulties
• Expertise in driving adoption of product use cases to enhance customer value attainment and satisfaction
• Skill in identifying and addressing customer risk, and confidence in mitigating it
• Comfort working remotely and performing well given a high level of independence and autonomy,
• Up to 50% travel required

CE QU’IL VOUS FAUT (QUALIFICATIONS MINIMALES)

• 7+ années d’expérience en architecture de solutions, ingénierie commerciale, gestion de comptes techniques ou expérience équivalente
• Maîtrise des concepts et technologies liés au développement de logiciels, aux opérations, à la sécurité dans le nuage, aux microservices, aux conteneurs et aux plateformes d’ordonnancement et expérience dans ces domaines
• Maîtrise ou connaissance des solutions existantes dans le même domaine que les outils HashiCorp (p. ex. automatisation de l’infrastructure, gestion des identités et DevOps), comme Vagrant, Packer, Terraform, Consul, Nomad, Vault et autres
• Excellentes compétences en matière de communication, y compris une expérience dans l’élaboration et la diffusion de contenu technique, une expérience dans la formulation de questions efficaces pour comprendre les priorités et les besoins des clients, et une aisance à traiter les objections des clients
• Passion pour l’apprentissage et le travail avec les nouvelles technologies, et volonté de se plonger dans de nouveaux domaines de connaissance sans motivation extérieure et avec le souci du détail
• Aptitude à travailler dans un environnement très dynamique, tout en étant axé sur la prestation d’un service à la clientèle exceptionnel
• Expérience dans la planification de projets et dans l’accompagnement de clients pour la mise en œuvre de produits hautement techniques
• Vous êtes à l’aise pour travailler avec des partenaires techniques et commerciaux et les conseiller tout au long du cycle de vie du client
• Capacité à comprendre, quantifier et appréhender les difficultés organisationnelles des clients et à prescrire des solutions techniques et de processus pour atténuer ces difficultés
• Expertise dans l’adoption des cas d’utilisation des produits afin d’améliorer la valeur ajoutée et la satisfaction des clients
• Compétence dans l’identification et la prise en compte du risque client, et confiance dans l’atténuation de ce risque
• Facilité à travailler à distance et à bien performer compte tenu d’un haut niveau d’indépendance et d’autonomie
• Jusqu’à 50 % de déplacements requis
  HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.

Through continuous engagement, TAMs help clear technical blockers, optimize solution design, and accelerate time-to-value for Customers adopting HashiCorp tooling. The TAM team demonstrates our practical technical expertise across the HashiCorp stack to help our customers address their business challenges with our technologies, to drive effective implementation of HashiCorp tooling, to increase customer value attainment through expanded product uptake and to secure on-time renewals and expansions of customer investments in the HashiCorp 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 HashiCorp
• Establish and maintain an understanding of the overall HashiCorp technology portfolio, and leverage this knowledge in conjunction with business insights to help improve customer application deliver and to help customers use HashiCorp 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 HashiCorp and to identify and develop opportunities to expand the depth and breadth of customer utilization of the HashiCorp 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