Solutions Architecture Specialist
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.
Your role and responsibilities
As a Customer Success Engineer (CSE) at HashiCorp, you will work in a high-performance environment and will serve as a product or solution subject matter expert, providing Customers with deep technical guidance at strategic points during customer journey with HashiCorp.
Responsibilities:
Through continuous engagement, Customer Success Engineers help clear technical blockers, optimize solution design, and accelerate time-to-value for Customers adopting HashiCorp tooling. The CSE team demonstrates our practical technical expertise across the HashiCorp stack to help our customers address 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 on-time renewals and expansions of customer investments in the HashiCorp toolchain!
• Responsible for 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 subject matter expert for our customers' usage of our tools to solve 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 insights to help improve customer application delivery 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
• Partner with the aligned account sales team to both identify, handle 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 cross-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
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Required education
Bachelor's Degree
Required technical and professional expertise
• 7+ years experience with solution architecture, sales engineering, or equivalent experience
• Proficiency and experience with concepts and technologies using software development, operations, security cloud, microservices, containers, and scheduling platform
• 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
• Exceptional 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 partners across the customer lifecycle
• Fluency in understanding, quantifying and empathizing with customer organizational pain and prescribing technical and process solutions to mitigate those difficulties
• Expertise in driving adoption of product use cases to enhance 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,
• Due to the nature of the role, we can only consider Singapore Citizens
• Domestic and occasionally international travel required
#LI-Hybrid
ABOUT BUSINESS UNIT
IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company's Global Markets organization is a strategic sales business unit that manages IBM's global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients' growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
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ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
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