About the team
Solutions Architects 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 timely renewal risks by cementing the value of HashiCorp tools.
What you’ll do (responsibilities)
Through continuous engagement, Solutions Architects help clear technical blockers, optimize solution design, and accelerate time-to-value for Customers adopting HashiCorp tooling. The SA team demonstrates our practical technical expertise across the HashiCorp stack to help our customers solve 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 timely renewals and expansions of customer investments in the HashiCorp toolchain.
- Lead 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 domain expert for our customers’ usage of our tools to tackle 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 acumen 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, manage 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 multi-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
What you’ll need (minimum qualifications)
- 5-10 years experience with technical account management, technical customer success management, solution architecture, or equivalent experience
- 2-3 years of Managerial experience with Technical Architect roles a plus
- Proficiency and experience with concepts and technologies used in 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
- Outstanding 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 collaborators across the customer lifecycle
- Fluency in understanding, quantifying and empathizing with customer organizational pain and prescribing technical and process solutions to mitigate those problems
- Expertise in driving adoption of product use cases to improve 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
#LI-REMOTE #JO-1
