RemoteSpain - Madrid
Req IDJR103013

Director, Customer Lifecycle Management-Madrid Hub (Hybrid)

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 will be responsible for building a new team and ensuring our philosophies are delivered. 

These start with onboarding 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 many 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 Develop a team of technical resources from engineers, project managers, and technical customer success managers
  • Collaborate with TFO Geo functional leaders in supporting their organizations and functions through this shared services hub
  • Be a Subject Matter Expert (SME) on HashiCorp architecture, tools, and products
  • Provide mentorship 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 teams to resolve issues that occur during the deployment of our products
  • Handle the implementation plan, customer success plans, and share weekly status reports
  • Set, lead, and meet mutual expectations with the customer to ensure satisfactory completion of implementation projects and onboarding 
  • Handle escalations where necessary and lead 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

 

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

  • 3+ years of people management in any of the following experiences: Implementation, Customer Support, Customer Success, or Sales Engineering experience. People and program management experience is a must. 
  • 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
  • At least 5 years in a customer-facing role/customer success role
  • Validated experience as a manager of managers of technical teams
  • 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
  • Experience with implementing software products or solutions for large enterprise companies
  • Excellent presence; strong written and verbal communication skills
  • Upbeat, passionate, and unparalleled customer focus
  • Experience leading and inspiring change in organizations
  • B.S. degree in an engineering or similar program from an accredited college/university preferred or equivalent experience
  • Madrid based role

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-Hybrid

Life at Hashicorp

Life at HashiCorp

HashiCorp 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 work to support the world's most innovative companies as they transition to cloud and multi-cloud infrastructure through simple yet powerful workflows and automation.

About HashiCorp

At HashiCorp, we build the infrastructure that enables innovation.  Our suite of multi-cloud infrastructure automation products are the underpinnings of the largest enterprises in the world, who rely on our solutions to provision, secure, connect, and run their critical applications to deliver crucial services, communications tools, and entertainment platforms to the world. We're building a once-in-a-generation infrastructure company with a unique approach rather than focusing on specific technologies, and we build products and solutions that support real-world workflows spanning the multiple cloud environments that nearly every organization worldwide is using today. 

HashiCorp is proud to be an Equal Employment Opportunity employer. We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws. We also consider qualified applicants with arrest and conviction records consistent with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Ordinance, and other applicable state or local laws.

HashiCorp is committed to providing reasonable accommodations to qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please reach out to benefits@hashicorp.com

We comply with all laws and regulations set forth in the following posters:

Know Your Rights: Workplace Discrimination is Illegal

EEO is the Law Supplement

Pay Transparency Non-Discrimination

Benefits at HashiCorp

Note: some benefits may differ from one country to another.