Critical Accounts Program Manager

Summary

Join HashiCorp as a Critical Accounts Program (CAP) Manager and leverage your expertise to drive operational excellence for our clients. You will be responsible for resolving critical issues, mitigating risks, and ensuring customer satisfaction. This role involves assembling cross-functional teams, communicating risk status, engaging executive leaders, and documenting customer risks. You will collaborate with various teams to improve processes and product offerings, resolving technical and business relationship issues in critical accounts. The ideal candidate possesses strong communication, problem-solving, and collaboration skills, along with experience in TAM, CSM, or field solutions program management.

Requirements

• 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

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

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

Benefits

• The base pay range for this role is: $105,440 — $124,000 USD
• The OTE pay range for this role is: $131,800 — $155,000 USD