Customer Success Manager

San Diego, CA, United States

years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and or start-up companies

Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention

Proven ability to drive continuous value of our product(s)

Familiarity working with clients of all sizes

Exceptional verbal, written, organizational, presentation, and communication skills

Detail oriented and analytical

Strong team player but still a self-starter

Thrives in a multi-tasking environment and can adjust priorities on-the-fly

Strong technical, analytic and problem solving skills combined 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

Enterprise and or cloud software experience

Experience successfully managing customer engagements to completion with a high level of customer satisfaction

Up to 50% (estimated average 25%) travel based on customer and business need (depending on location of customers and candidate there may be more or less travel)

Bachelor's degree in a technical field such as computer science or equivalent

Responsibilities Providing guidance, planning and oversight while leveraging adoption and technical best practices, the Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and maximum value from their investment in Splunk

Additionally, the CSM serves as the liaison between the customer and the Splunk ecosystem, streamlining collaboration with Product Management, Engineering, Professional Services, Education, and others

Increasing adoption, ensuring retention, and satisfaction

Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Splunk Account Stakeholders and externally to Customer Sponsors and Executives

Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned clients, to review executive dashboards, KPI's and program status

Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services

Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to identify opportunities for new usage of Splunk across organizational functions

Work to identify and/or develop upsell opportunities

Advocate customer needs/issues cross-departmentally

Assist and provide expert deployment, operational best practices and establishing a Splunk Center of Excellence

Assist in workshops to help customers leverage the full value of Splunk solutions and lead periodic stakeholder meetings

Provide insights with respect to the availability and applicability of new products and features

Support Professional Services in identifying, scoping, and selling follow on and new service opportunities

Support Education Services in identifying and recommending staff training opportunities

Identify in collaboration with the Splunk Account team the key success criteria for Splunk deployment and drive customer success and satisfaction

Act as the Splunk liaison for Splunk technical questions, 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

Estimated Salary: $20 to $28 per hour based on qualifications

Qualifications years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and or start-up companies

Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention

Proven ability to drive continuous value of our product(s)

Familiarity working with clients of all sizes

Exceptional verbal, written, organizational, presentation, and communication skills

Detail oriented and analytical

Strong team player but still a self-starter

Thrives in a multi-tasking environment and can adjust priorities on-the-fly

Strong technical, analytic and problem solving skills combined 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

Enterprise and or cloud software experience

Experience successfully managing customer engagements to completion with a high level of customer satisfaction

Up to 50% (estimated average 25%) travel based on customer and business need (depending on location of customers and candidate there may be more or less travel)

Bachelor's degree in a technical field such as computer science or equivalent

Responsibilities Providing guidance, planning and oversight while leveraging adoption and technical best practices, the Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and maximum value from their investment in Splunk

Additionally, the CSM serves as the liaison between the customer and the Splunk ecosystem, streamlining collaboration with Product Management, Engineering, Professional Services, Education, and others

Increasing adoption, ensuring retention, and satisfaction

Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Splunk Account Stakeholders and externally to Customer Sponsors and Executives

Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned clients, to review executive dashboards, KPI's and program status

Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services

Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to identify opportunities for new usage of Splunk across organizational functions

Work to identify and/or develop upsell opportunities

Advocate customer needs/issues cross-departmentally

Program manage account escalations

Assist and provide expert deployment, operational best practices and establishing a Splunk Center of Excellence

Assist in workshops to help customers leverage the full value of Splunk solutions and lead periodic stakeholder meetings

Provide insights with respect to the availability and applicability of new products and features

Support Professional Services in identifying, scoping, and selling follow on and new service opportunities

Support Education Services in identifying and recommending staff training opportunities

Identify in collaboration with the Splunk Account team the key success criteria for Splunk deployment and drive customer success and satisfaction

Act as the Splunk liaison for Splunk technical questions, 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

Benefits Estimated Salary: $20 to $28 per hour based on qualifications

Job Description:

That's a cool job! I want that!

Are you passionate about customer success and big data? Are you a true hybrid professional with proven customer acumen and a solid technical foundation? Then come be a member of the Splunk Customer Success Team. Providing guidance, planning and oversight while leveraging adoption and technical best practices, the Customer Success Manager (CSM) is... the key partner helping customers achieve their strategic objectives and maximum value from their investment in Splunk. Additionally, the CSM serves as the liaison between the customer and the Splunk ecosystem, streamlining collaboration with Product Management, Engineering, Professional Services, Education, and others.

Responsibilities:

I want to and can do that!

Own overall relationship with assigned clients, which include:

Increasing adoption, ensuring retention, and satisfaction.

Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Splunk Account Stakeholders and externally to Customer Sponsors and Executives.

Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned clients, to review executive dashboards, KPI's and program status.

Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.

Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to identify opportunities for new usage of Splunk across organizational functions.

Work to identify and/or develop upsell opportunities.

Advocate customer needs/issues cross-departmentally.

Program manage account escalations.

Assist and provide expert deployment, operational best practices and establishing a Splunk Center of Excellence.

Assist in workshops to help customers leverage the full value of Splunk solutions and lead periodic stakeholder meetings.

Provide insights with respect to the availability and applicability of new products and features.

Support Professional Services in identifying, scoping, and selling follow on and new service opportunities.

Support Education Services in identifying and recommending staff training opportunities.

Identify in collaboration with the Splunk Account team the key success criteria for Splunk deployment and drive customer success and satisfaction.

Act as the Splunk liaison for Splunk technical questions, 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.

Requirements:

I've already done that or have that!

10

years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and or start-up companies.

Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

Proven ability to drive continuous value of our product(s).

Familiarity working with clients of all sizes.

Exceptional verbal, written, organizational, presentation, and communication skills.

Detail oriented and analytical.

Strong team player but still a self-starter.

Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

Strong technical, analytic and problem solving skills combined 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.

Enterprise and or cloud software experience.

Experience successfully managing customer engagements to completion with a high level of customer satisfaction.

Up to 50% (estimated average 25%) travel based on customer and business need (depending on location of customers and candidate there may be more or less travel).

Education:

Got it!

Bachelor's degree in a technical field such as computer science or equivalent.

. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications Company information

#TurnDataIntoDoing with the data platform for the hybrid world.Splunk (NASDAQ: SPLK) is the data platform leader for security and observability. Our extensible data platform powers enterprise observability, unified security and limitless custom applications to help tens of thousands of organizations turn data into doing so they can unlock innovation, enhance security and drive resilience.

Software, Information Technology, Financial Services, Technology, IT Services, Artificial Intelligence, Software Development, Data Analytics, Cloud Computing, Cybersecurity

Company Specialties:

Machine Data To Operational Intelligence

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