About the Role

As a Solutions Architecture Specialist (SA) on the Onboarding/Adoption/Renewals (OAR) team at HashiCorp, you will serve as an expert to help drive product uptake at three key phases of our customers’ journey! You will act as a guide in the successful onboarding of HashiCorp tools into our customers’ software stacks and development lifecycles. You will also help customers recognize maximum value with our tooling by focusing on driving adoption of additional high-value product use cases. Finally, you will ensure customers are prepared for a timely renewal by cementing the value of the HashiCorp toolchain within their stack, and by mitigating any risks to the renewal. 

You will serve as a domain expert, providing customers with deep technical guidance at strategic points during customer journey with HashiCorp. Through targeted engagement, SAs help clear technical blockers, optimize solution design, and accelerate time-to-value for customers adopting HashiCorp tooling. As a whole, the SA Team translates sophisticated customer challenges into repeatable, scalable, and consumable product and process standard methodologies, across the entire HashiCorp portfolio, for the benefit of all field teams, partners, and customers. The OAR team applies our technical expertise across the HashiCorp stack to drive effective implementation of HashiCorp tooling, to drive adoption of additional product use cases to increase customer value attainment and to secure timely renewals and expansions of customer investments in the HashiCorp toolchain.

In this role you can expect to: 

• Assist as a cross-product solution expert and escalation path for solutions engineering to progress strategic opportunities across the customer journey
• Establish and maintain an understanding of the overall HashiCorp technology portfolio
• Deliver sophisticated product presentations, demonstrations, evaluations, workshops, and proofs-of-values to key customer partners across all phases of the customer journey
• Work closely with the aligned Account SE, sales reps, and our customers to help craft their vision/strategy for improving all aspects of their application delivery, advise on how to use and adopt HashiCorp products to achieve their objectives and drive measurable value-based outcomes
• Act as educators and advisors to HashiCorp Sales and Solutions Engineering teams, our partners and our customers
• Act as process creators to iterate on and continually improve our customer-facing technical motions
• Be recognised as a specialized domain expert aligned to addressing technical hurdles in three key motions in the HashiCorp Customer Journey: Onboarding, Adoption and Renewals

In the onboarding phase, you can expect to: 

• Complete technical discovery, engage in technical value proposition, provide architectural guidance, assist with solution design, complete rollout planning, and build ongoing customer relationships
• Design effective onboarding and adoption plans for the customers’ HashiCorp estates and direct the prompt implementation of a customer’s first production use case
• Lead and direct pre-live assessments to ensure customer product configuration, operational strategy and rollout plans are prepared for customer debut

In the adoption phase, you can expect to: 

• Help cultivate an environment for ongoing customer success
• Collaborate with HashiCorp Product Management to translate new customer business needs into technical solutions and new product feature requirements
• Coordinate a customer use case adoption roadmap for their deployments of HashiCorp tooling to drive customer value attainment, consume license allocations and ensure effective adoption of new product use cases
• Coordinate well-architected review workshops to ensure customer deployments are configured in line with HashiCorp Validated Designs best practices for stability and performance
• Engage with Customers to help them address their consumers’ needs for the HashiCorp toolchain and assist them in articulating product value to their consumers
• Proactively identify struggles in customers’ workflows and prescribe solutions using HashiCorp tooling
• Collaborate with HashiCorp Product Management and Product Education to build and manage prescriptive patterns for cross-product use cases and integrations

In the renewal phase, you can expect to: 

• Reestablish and shore up customer value proposition for HashiCorp tooling in customer’s stack
• Ensure customer value attainment remains high and prescribe additional projects to further expand and cement customer value in the lead up to renewal
• Partner with Account Teams to identify and handle customer risks and opportunities as they relate to product adoption, renewal, and expansion
• Lead and coordinate account recovery actions for advanced customers, driving their successful deescalation and return to normal health

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

• 3-5 years experience with solution architecture, sales engineering, technical account management, technical customer success management or equivalent experience
• B.S. degree in an engineering or similar program from an accredited college / university preferred or equivalent experience
• Outstanding communication skills, including experience developing and delivering technical content for audiences of varying technical abilities
• Experience creating technical content such as Architectural Blueprints and Recommended Patterns
• Experience handling and defusing customer objections
• 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 pain points
• Expertise in driving adoption of product use cases to maximize 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
• Deep technical expertise in either cloud or on-premise infrastructure management, in application deployment, or in practical security methodology
• Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platforms
• Experience in major transformation efforts involving significant process, organizational and technology change
• Broad knowledge of HashiCorp product suite (across Infrastructure Automation, Security Engineering, Secure Networking, Application Deployment) and how our tools work together (HashiCorp product Certification Desired), or similar experience with competing tools
• Solid understanding of at least one Cloud provider in your given region (AWS/Azure/GCP Certification Preferred)
• Domestic and occasionally international travel required

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-Remote #JO-1