Full-Time
Customer Success Manager
Public Sector, Required: Ts/Sci Clearance
Posted on 3/28/2023
Data integration and security platform
Expert
Austin, TX, USA + 8 more
- 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
Splunk offers a Unified Security and Observability Platform that integrates data from hybrid, multicloud environments to enhance resilience and security through accurate threat detection, rapid investigations, and automated response. The platform provides real-time visibility and troubleshooting, focusing on security and reliability.
Company Stage
M&A
Total Funding
$1.4B
Headquarters
San Francisco, California
Founded
2003
6 month growth
↓ -1%1 year growth
↑ 1%2 year growth
↑ 7%Benefits
Medical, dental and vision insurance plans for regular, full-time U.S. employees — choose the best plans for you and your family. Plus: Health Savings Account (HSA), Life insurance and survivor benefits, Flexible Spending Accounts (FSA), Business travel and accident insurance, Voluntary Critical Illness & Hospital Indemnity
Eligible employees enjoy: 401(k) Plan with a company match, Employee Stock Purchase Plan (ESPP), Equity awards, Bonus or commission program
We support you and your family: Paid parental leave, Mother rooms and wellness rooms, Family Planning
Your work/life balance is important to us, that's why we offer: 16 company holidays, 15 vacation days, 10 sick days, 10 bereavement days, 5 volunteer days
Ensuring our employees' success goes beyond insurance plans: Education reimbursement, Electric car charging stations, Employee Assistance Program (EAP), Stocked kitchens, Gym discounts/onsite fitness centers, Pet insurance discount, Student loan resources, Cool workspace with collaborative environments, 529 College Savings Plan