Senior Customer Success Engineer - MelbourneAs a Senior Customer Success Engineer at HashiCorp, you will work in a high-performance environment and serve as a product or solution subject matter expert, providing customers with deep technical guidance at strategic points during their journey with HashiCorp.
In this role you can expect to…Be responsible for the 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 technical and business-oriented guidance at strategic points throughout their journey with HashiCorp.Establish and maintain an understanding of the overall HashiCorp technology portfolio and leverage this knowledge to help improve customer application delivery and to drive measurable value-based outcomes.Understand and document customer goals, challenges, business objectives, and technical requirements to provide tailored solutions, guidance, and engagements.Ensure the timely creation and upkeep of account health scores, notes, and calls to action.Partner with the aligned account sales team to identify, handle, and mitigate customer risk across the customer lifecycle and to develop opportunities to expand 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.You may be a good fit for our team if you have… 7+ years experience with solution architecture, sales engineering, or equivalent experience.Proficiency and experience with concepts and technologies using software development, operations, security cloud, microservices, containers, and scheduling platforms.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 and understanding customer business priorities and needs.Passion for learning and working with new technologies, and willingness to dive into new areas of knowledge.Ability to work well in a highly dynamic environment focused 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 solutions.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 with a high level of independence and autonomy.Domestic and occasionally international travel required.HashiCorp embraces diversity and equal opportunity.
We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
Life at HashiCorpHashiCorp is driven by our people and our principles which have been the foundation of everything we do since the company was founded in 2012.
Join us on our journey as we support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure.
At HashiCorp, we build the infrastructure that enables innovation.
Our suite of multi-cloud infrastructure automation products are relied upon by the largest enterprises in the world.
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