Critical Accounts Program (CAP) Manager

About the team

HashiCorp seeks an experienced Critical Accounts Program (CAP) Manager who is passionate about advancing operational excellence through advanced escalation expertise and proactive risk mitigation for our clients! You will support our customers resolve critical issues beyond standard processes and elevate customer concerns to ensure customer satisfaction and achieve maximum value from our solutions. CAP Managers drive positive customer outcomes by mitigating risks and escalations.

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

What you’ll do (Responsibilities)

• 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 risk (CAP) escalations
• Understand and document customer risk to provide solutions, guidance, and engagements tailored to their needs
• Own risk documentation, status tracking, dashboards, and communication between stakeholders to ensure successful remediation of our customers’ risk
• Work closely with leadership teams and operational teams on priority and efficiency process improvements
• Work cross-functionally with stakeholders in support, product and engineering teams to translate customer risk into additional features to improve our product offerings
• Resolve technical problems and business relationship issues in critical accounts

What you’ll need (basic qualifications)

• Experience: 3+ years of TAM, CSM, field solutions program management or equivalent experience
• Technical Expertise: Proficiency and/or knowledge of existing solutions in the same domain as HashiCorp tools (e.g. Infrastructure Automation, Identity Management and Dev/Ops).
• Communication Skills: Excellent verbal and written communication skills, with the ability to understand the needs of all stakeholders and effectively convey sophisticated solutions to diverse audiences.
• Problem-Solving Skills: Demonstrated ability to analyze sophisticated 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 track record of working cross-functionally with teams such as Product Management, Support, Engineering, Professional Services, Sales, and Technical Success.

What's nice to have (preferred qualifications)

• 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.

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. 

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