Senior Implementation Manager

Introduction

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes. This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey....Less

Your role and responsibilities

The Implementation Engineer will be responsible for the project management and technical aspects of implementations. This starts with an internal hand-off with Sales all the way to a successful deployment, and a hand-off to the designated Technical Account Manager.

Responsibilities:

• Effectively manage a team of Implementation Service Engineers and collaborate with sales.

• Participate in the full lifecycle of a client implementation from initial internal hand off from our sales team and sales engineer to installation, system configuration, and testing.

• In some cases, you may be required to provide some amount of training and limited post implementation support.

• 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 implementation.

• Manage the implementation plan, sharing weekly status reports.

• Set, manage, and meet mutual expectations with the customer to ensure satisfactory completion of implementation projects.

• 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 in order to deliver on time and within budget.

• Track and report project metrics to ensure project success and mitigate risk.

• Domestic and international travel as needed.

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Several years of Technical Account Management, Customer Support experience or Sales Engineering experience or equivalent experience - practitioners are highly encouraged to apply.

• Prior experience in a customer facing role/customer success role.

• Prior experience as a manager of a technical team.

• 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 Vagrant, Packer, Terraform, Consul, Nomad, Vault and others.

Preferred technical and professional experience

• Expertise in open source and SaaS is a major advantage.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences