Customer Success Engineer

IBM Computing; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology company in Dubai seeks a Customer Success Engineer to enhance customer adoption and value through onboarding and risk mitigation. The ideal candidate has extensive experience in Technical Account Management and cloud technologies, including proficiency in HashiCorp tools. Strong analytical and communication skills are essential for collaborating with diverse teams and driving success for customers.

Qualifications

• 5+ years in Technical Account Management or similar fields.
• Experience with software development, operations, and cloud technologies.
• Knowledge of HashiCorp tools and automation solutions.

Responsibilities

• Drive customer onboarding and risk mitigation.
• Collaborate with stakeholders to resolve issues.
• Analyze account health and optimize customer journey.

Skills

Technical Account Management

Customer Success Management

Software Development

Cloud Technologies

Interpersonal Skills

Analytical Skills

Problem Solving

Communication Skills

Tools

Gainsight

Salesforce

HashiCorp Tools

Job description

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

The Customer Success Engineer (CSE) is accountable for achieving and sustaining adoption and value, via delivering onboarding, consumption & risk mitigation workstreams. You will do this by understanding customer goals and the outcomes prescribed to achieve these goals with the product(s) purchased.

• Responsible for driving Customer onboarding and risk mitigation

• Work in partnership with internal stakeholders, including Solution Engineering, Solution Architecture, Enterprise Account Management, Professional Services, Support, and Renewals teams to resolve identified risks and escalated issues in a timely manner and properly communicate/set expectations with customers.

• Measure, report, and analyze account health, playbook progress, and account sentiment to optimize the customer journey continuously through innovative practices focused on driving adoption, retention, and expansion

• Be responsible and accountable for the timely creation and upkeep of your account(s) health score, notes, and calls to action in Gainsight

Required technical and professional expertise

• 5+ years of Technical Account Management, Customer Success Management, or program management experience with focused technical aptitude.

• Proficiency and experience with concepts and technologies used in software development, operations, security, cloud, microservices, containers, and scheduling platforms

• Proficiency and 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

• Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn

• Outstanding written and verbal communication/presentation skills to support onsite or remote strategic business reviews

• Strong listening skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate the customer’s needs

• Strong interpersonal skills and the ability to work with various teams with varying backgrounds and skill sets

• Ability to discuss high-level technical concepts with non-technical stakeholders

• Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapt to change, and is comfortable with high levels of ambiguity

• Skilled at driving the adoption and consumption of software solutions to large and multifaceted global companies

• Thrives by having regular interactions with customers and is proactive in their outreach.

• Experience working with customer relationship management tools and case management solutions (Gainsight/Salesforce)

• Able to be successful in a cross-functional culture

• Ability to travel to customers and internationally to HashiCorp events as needed

IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.