• 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

Desirable

• 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
• Our Critical Accounts Program (CAP) team, along with the cross-functional teams you'll collaborate with, primarily operates remotely
• 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