Customer Success Manager
Public Sector, Required: Ts/Sci Clearance
Posted on 3/28/2023

5,001-10,000 employees

Data management & visualization platform
Company Overview
Splunk's mission is to address the challenges and opportunities of managing massive streams of machine-generated big data. Splunk is the leading software platform for machine data that enables customers to gain real-time Operational Intelligence.
Austin, TX, USA • Dallas, TX, USA • Raleigh, NC, USA • Philadelphia, PA...
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • 10 + years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or Public Sector organizations
  • Since this role is essential to Splunk's customer success initiative, you will have a rich history of growing customer happiness, adoption, and retention
  • Confirmed ability to drive continuous product value
  • Experience developing product use-cases with customers
  • You will be a strong teammate, but still a self-starter
  • Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
  • Good technical and problem solving skills coupled with the ability to provide quick resolution to problems
  • Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value
  • You have played in the Enterprise and/or cloud software space
  • Experience navigating and steering customer engagements to completion with a high level of customer happiness
  • Estimated travel is 50%. Since travel is based on customer and business need there may be more or less travel depending on location of customers
  • TS/SCI Security Clearance REQUIRED
  • Must be a U.S. Citizen
  • Orchestrate overall relationship with assigned clients, which will include: Growing adoption, ensuring retention, and happiness
  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives
  • Measure and monitor customer's achievement of critical and key performance indicators, reporting both internally to Splunk Account team and externally to Customer Sponsors and Executives
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services
  • Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to find opportunities for new usage of Splunk across organizational functions
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns
  • Assist and provide expert deployment, operational standard methodologies and establish a Splunk Center of Excellence
  • Assist in workshops to help customers demonstrate the full value of Splunk solutions and lead periodic partner meetings
  • Provide insight with respect to the availability and applicability of new products and features
  • Support Professional Services with scoping, and selling follow-on and new service opportunities
  • Support Education Services in identifying and recommending staff training opportunities
  • Identify in cooperation with the Account team the key success criteria for Splunk deployment and drive customer happiness
  • Act as the Splunk liaison for Splunk technical inquiries, issues or escalations. This will include working with Splunk Support, Product Management (i.e. roadmaps), or others as needed
  • Maintain current functional and technical knowledge of the Splunk platform and future products