Escalation Manager-Remote
Posted on 3/30/2023

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.
Plano, TX, USA
Experience Level
  • 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
  • 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 training
Desired Qualifications
  • 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