Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!
Role: Escalation Manager
The Escalation Manager is a member of the Incident Management Team at Splunk, which leads and handles escalations resulting from product, services, account management, customer experience, adoption and renewal related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction. The Escalation Manager will be responsible for managing and driving to resolution high profile customer critical issues, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction. This is a senior role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents.
Responsibilities:
The primary focus will be to drive account escalations to resolution across Splunk. To be successful, the best candidate will find opportunities for efficiency, be a natural problem solver, and be capable of multitasking in supporting an array of complex customer problems.
- Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and internal key stakeholders.- Report and escalate efforts to resolve complex customer experience problems- Supports the response and coordination between both the customer and internally to key stakeholders and senior leadership.- Sets customer expectations and provides updates regarding troubleshooting and resolution action plans for internal and customer facing communications.- Provide process improvement recommendations for improving customer experience- Support continual service improvement within the Global Escalation Management process, protocols, dashboards and run-books.- Contribute to projects, initiatives, and workstreams led by other senior team members (P4-P5)- Restore the customer’s confidence in Splunk and Splunk products through effective listening and communications skills- Support lessons learned and conduct Post Escalation Review process- Provide Account Escalation updates and summaries to a weekly Global Review Forum- Ascertain Splunk Certifications and/or Splunk trainingRequired Qualifications:
-Customer success mindset and proven track record- Intermediate understanding of Splunk and infrastructure technology environment and the interaction between different systems and services- Orienting to outcome-based mindset and expression- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk Strong customer service with the ability to make good judgments and quick decisions.- Ability to effectively prioritize and execute tasks in a high-pressure environment.- Ability to build relationships and influence Senior Leadership. Ability to have difficult conversations with multiple levels within the organization- Can influence at the individual contributor and front-line management level- Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams- Proven knowledge of ITIL frameworks (Incident, Change, Escalation, Problem primarily)- Negotiation, mediation, and conflict management skills- Occasional weekend work as the business requires as well as holiday coverage- Critical thinking, and decision-making ability- Strong data analytics and report management skills- Ability to manage multiple customer escalations at varying levels including case documentation
- Actively seeks out and provides feedback in order to grow
- Builds strong relationships with other team individual contributors and front line manager levels, developing trust and mutual respect.
- Provides valuable feedback to product management based on learnings from customer engagements.
- Participates in escalations and discussions with other teams in a positive and constructive manner.
- Seeks guidance from senior level escalation managers when managing highly complex account escalations
- Can work independently on low to moderate complexity account escalations
Example: This EM is able to run low to medium complexity escalations with a customer
Education: BS EE or CS degree; 2-5+ years experience or equivalent work experienceNice to have:
- Experience and understanding of a wide array of specific tools and software (SaaS Platforms, SalesForce, Jira, Confluence, and Google suite experience are a Plus)- Knowledge of software development lifecycle- Fundamental understanding/overview of Splunk or similar data collection software.- ITIL v3/v4 Foundations Certification#LI-Remote
We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.
Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and benefits, and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk’s Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off, an ESPP and much more! Learn more about our comprehensive benefits and wellbeing offering here.
Base Pay Range
SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $104,000 - 143,000 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $94,400 - 129,800 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $84,800 - 116,600 per year
Thank you for your interest in Splunk!
