What are the responsibilities and job description for the Critical Accounts Program (CAP) Manager position at HashiCorp?
About the team
HashiCorp seeks an experienced Critical Accounts Program (CAP) Manager who is passionate about advancing operational excellence through advanced escalation expertise and proactive risk mitigation for our clients! You will support our customers resolve critical issues beyond standard processes and elevate customer concerns to ensure customer satisfaction and achieve maximum value from our solutions. CAP Managers drive positive customer outcomes by mitigating risks and escalations.
Your responsibilities will include fostering cohesion and teamwork within the Technical Field Operations (TFO) organization and across other cross-functional partners to achieve optimal customer outcomes. You should possess a strong ability to scale processes effectively, thrive in multifaceted environments, and exhibit outstanding interpersonal skills!
What you'll do ( Responsibilities)
- Assemble and drive cross-functional, geographically dispersed teams in the development and execution of action plans to address critical customer issues
- Efficiently and effectively communicate risk status internally and externally
- Engage executive leaders on risk (CAP) escalations
- Understand and document customer risk to provide solutions, guidance, and engagements tailored to their needs
- Own risk documentation, status tracking, dashboards, and communication between stakeholders to ensure successful remediation of our customers' risk
- Work closely with leadership teams and operational teams on priority and efficiency process improvements
- Work cross-functionally with stakeholders in support, product and engineering teams to translate customer risk into additional features to improve our product offerings
- Resolve technical problems and business relationship issues in critical accounts
What you'll need (minimum qualifications)
What's nice to have (preferred qualifications)
HashiCorp embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.
LI-Remote #LI-JO1
Individual pay within the range will be determined based on job related-factors such as skills, experience, and education or training.
The base pay range for this role is :
105,440 - $124,000 USD
The OTE pay range for this role is :
131,800 - $155,000 USD
Salary : $105,440 - $124,000
