Director, Global Support Enablement

About HashiCorp

HashiCorp is a fast-growing startup that solves development, operations, and security challenges in infrastructure so organizations can focus on business-critical tasks. We build products to give organizations a consistent way to manage their move to cloud-based IT infrastructures for running their applications. Our products enable companies large and small to mix and match AWS, Microsoft Azure, Google Cloud, and other clouds as well as on-premises environments, easing their ability to deliver new applications for their business.

About the role...

As the Director of Support Enablement, you will be responsible for building a comprehensive internal Enablement and training program for our internal Global Support and Services (GSS) Engineers. This role will be integral in identifying and scaling internal training needs and managing a certification process for new hires in GSS.

This position will report directly to the Sr. Vice President of GSS. This is a program management role with no immediate direct reports. This individual will work with GSS Leadership and managers to architect and build our training modules/content.

In this role you can expect to…

• Develop a 90-day program for enablement of new hires in the support and services function.
• Lead ongoing enablement for Global Support and Services teams and processes; Work with leaders in developing individual coaching plans; providing resources and assistance to help enablement of these professionals.
• Maintain alignment to our company principles during ongoing enablement enhancements.
• Drive continuous enablement of existing team members as new product features are rolled out.
• Create and run the certification program for GSS team members, globally.
• Align the enablement program with HashiCorp products and use cases based on how customers are utilizing our products and services.
• Build GSS training modules on this platform outlining support processes, SLAs, training certifications etc. Workramp is our current Learning platform.
• Develop and introduce a methodology to assess, supervise, and optimize the enablement program for each new hire.
• Drive visible and consistent communication and dissemination of information within the global teams aligning with our company principles
• Work cross functionally with Engineering teams, as well as GTM teams to create the correct requirements for enablement.

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

• 15+ years of relevant work experience in Support / Services or Customer Success with at least  8-10 years of experience with Enablement within that broader space.
• Bachelor's Degree or equivalent and proven experience.
• Experience with Workramp is a plus.
• Deep knowledge of support processes and strategies are required.
• Experience serving customer teams delivering software products and/or services.
• Understand Services, Support, and their management needs and develop training and education assets to enable the customer-facing teams to accelerate ramping (time to revenue) and beat the competition.
• Knowledge of and experience applying Adult Learning Principles in corporate learning.
• Have built, architected and coordinated a successful  Global Services and/or Support Enablement program for a rapid growth company.

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.

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