Director, Customer Technical Lifecycle Management

Location - Madrid (Hybrid)

(will include Presales Engineering, Solutions Architecture, Implementation Services, Advisory Services Enablement, Onboarding, Customer Success, and Value Engineering) 

About the role...

Our philosophy in customer success starts in the sales process and manifests itself during our customers lifecycle using our solutions. As a member of the Technical Field Operations (TFO) leadership, this role be responsible for building a new team (and fostering a culture across team) ensuring our philosophies are delivered.

These start with a presales engagement model that designs in the rapid onboarding of our solutions, ensuring customers are trained to drive successful adoption and then articulating our best practices to ensure maximum return on the customers investment in HashiCorp. The Director of Customer Lifecycle Management will support all aspects of our technical field operations – from defining the customers success plan during the sales process, to establishing an onboarding and enablement plan, to supporting a customer’s deployment of first and additional use cases.

In this role, you can expect to...

• Effectively manage a team of technical resources from sales engineers, solutions architects, implementation and project managers, and technical customer success managers.
• Work closely with headquarter functions on strategic initiatives and oversee a value engineering function that creates all assets that matter for the technical field operations team to be successful.
• Collaborate TFO Geo functional leaders in supporting their organisations and functions thru this shared services/center of excellence hub
• Be a Subject Matter Expert (SME) on HashiCorp architecture, tools, and products.
• Provide guidance for business decisions during the implementation from a technical perspective on issues such as performance, scalability, reliability, and security.
• Work with our Product Management, Product Engineering, and Support team to resolve issues that occur during the deployment of our products.
• Manage the implementation plan, customer success plans, and share weekly status reports.
• Set, manage, and meet mutual expectations with the customer to ensure satisfactory completion of implementation projects and onboarding.
• Handle escalations where necessary and manage customer as well as internal resource expectations.
• Facilitate discovery and requirements analysis sessions with customers and the HashiCorp team.
• Develop project plans and estimates to deliver on time and within budget.
• Track and report progress metrics to ensure success and mitigate risk.
• To visit our Madrid office up to 3 times a week

You may be a good fit for our team if you have...

• 7+ years of people management in any/all of the following experiences: Presales Engineering, Solutions Architecture, Implementation Services, Advisory Services Enablement, Onboarding, Customer Success and Value Engineering. People and program management experience is a must.
• 5 years in a customer-facing role/customer success role
• Fluency in the English language and at least one other major European language (French, German, Italian or Spanish. Candidates should possess excellent written and verbal communication skills.
• Proficiency in understanding concepts and technologies in DevOps, IT operations, security, cloud, microservices, containers, and scheduling platforms
• Proficiency and/or knowledge of existing HashiCorp tools such as Terraform, Vault, and Consul, is a plus.
• Excellent presence; strong written and verbal communication skills
• Self-starter, mature and passionate about operational excellence
• Experience managing and influencing change in organisations.
• are based commuting distance to Madrid

HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be. #LI-LH1 #LI-hybrid