Sales Customer Success Engineer Professional Multiple Cities
IBM, Boston, MA, United States
At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co‑create solutions that drive digital transformation and lasting impact. Success in Global Sales is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world‑class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference.
Your role and responsibilities Customer Success Engineers (CSE) are responsible for customer technical health and the post‑sales customer journey. They are our customers’ primary technical point of contact, driving solution consumption via onboarding, adoption and maturity modeling, and value attainment. You will enable our customers’ adoption of high‑value product use cases and help integrate their HashiCorp tools into their software/development stacks. You will also mitigate on‑time renewal risks by cementing the value of HashiCorp tools.
Responsibilities:
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 deliver 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 in Gainsight
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
Required education High School Diploma/GED
Preferred education Bachelor’s Degree
Required technical and professional expertise
2+ years experience with solution architecture, sales engineering, technical account management 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
Up to 50% travel required
Preferred technical and professional experience
Advanced Technical Product Knowledge: Exposure to emerging technologies and trends related to Business Unit specialty or brand products, enabling design of innovative client solutions.
Solution Design Optimization: Experience working with clients to optimize solution designs, leveraging product capabilities and providing input for solutions refinement.
Technical Accelerator Development: Exposure to creating and delivering complex technical accelerators, such as customized demonstrations and workshops, to drive sales and articulate value proposition.
Other relevant job details – Benefits IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well‑being
Financial programs such as 401(k), cash balance pension plan, 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
We consider qualified applicants with criminal histories, consistent with applicable law.
IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Compensation and benefits for this position are based on a full‑time schedule for a full calendar year. The salary will vary depending on your job‑related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part‑time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro‑rated for those who start working during the calendar year.
This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan.
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Your role and responsibilities Customer Success Engineers (CSE) are responsible for customer technical health and the post‑sales customer journey. They are our customers’ primary technical point of contact, driving solution consumption via onboarding, adoption and maturity modeling, and value attainment. You will enable our customers’ adoption of high‑value product use cases and help integrate their HashiCorp tools into their software/development stacks. You will also mitigate on‑time renewal risks by cementing the value of HashiCorp tools.
Responsibilities:
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 deliver 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 in Gainsight
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
Required education High School Diploma/GED
Preferred education Bachelor’s Degree
Required technical and professional expertise
2+ years experience with solution architecture, sales engineering, technical account management 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
Up to 50% travel required
Preferred technical and professional experience
Advanced Technical Product Knowledge: Exposure to emerging technologies and trends related to Business Unit specialty or brand products, enabling design of innovative client solutions.
Solution Design Optimization: Experience working with clients to optimize solution designs, leveraging product capabilities and providing input for solutions refinement.
Technical Accelerator Development: Exposure to creating and delivering complex technical accelerators, such as customized demonstrations and workshops, to drive sales and articulate value proposition.
Other relevant job details – Benefits IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well‑being
Financial programs such as 401(k), cash balance pension plan, 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
We consider qualified applicants with criminal histories, consistent with applicable law.
IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Compensation and benefits for this position are based on a full‑time schedule for a full calendar year. The salary will vary depending on your job‑related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part‑time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro‑rated for those who start working during the calendar year.
This position is eligible for participation in an IBM Sales Incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan.
#J-18808-Ljbffr