Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.Role:In this role; you will represent the entire Customer Success and Experience (CSX) organization in all aspects of New Product Introduction (NPI), from product concept definition through to End of Life. You will prepare each of the CS functions with the technical knowledge to deploy, adopt and support the products and ensure that Customer Success needs and requirements are crafted into the development process. Your focus area will be the core Splunk platform, including Splunk Enterprise, Splunk Cloud and associated technologies.We are looking for a well-rounded individual with a strong technical background in enterprise software. Reporting to the Head of CSX Product Management & Readiness you will work with the CSX functions to determine systemic issues that cause extra effort for customers, or for Splunk, to deploy, adopt, operate and support our products. You will advocate to senior leadership for engineering and tooling improvements that improves the customer experience, and you will lead outreach campaigns to internal and external audiences to remediate identified issues. You'll identify requirements, handle project schedules, and identify CS-specific risks for all phases of the product life cycle.Responsibilities:
Represent Customer Success in multiple new product launch core teams focused around the Splunk Enterprise and Splunk Cloud platform and associated technologies
Ensure Customer Success readiness for all new products and features by working with our Technical Enablement teams to provide targeted and appropriate enablement.
Provide input to the Customer Success management regarding staffing requirements to support new products.
Review and provide appropriate feedback to marketing and product requirement definitions to ensure that the Customer Success requirements are included.
Develop relationships and processes to support 3rd party products, or products requiring a 3rd party partner involvement.
Conduct trend analysis to determine systemic or common issues affecting the ability of customers to efficiently deploy, adopt and operate Splunk products, and identify opportunities to improve.
Lead internal and external facing outreach programs where customer actions are needed to remediate issues.
Represent Customer Success in various product launch programs such as Beta trial programs.
Engage with the CS functional teams to develop plans to manage products that reach End of Life/End of Support.
Deliver recommendations that follow a logically reasoned, data-driven approach, supported by appropriate market research and competitive analysis.
Provide ad-hoc analytical and project support.
Requirements:
8+ years experience or equivalent; working in a similar field, preferably in a SaaS technology company/environment.
Strong technical background at an enterprise software vendor, ideally in Professional Services, Sales Engineering or Customer Success roles.
Understanding of SaaS/subscription, software or tech B2B business models.
Self-starter who enjoys working in a fast-paced, collaborative, and innovative high-growth environment with a tenacious approach to problem solving.
Excellent attention to detail, ability to manage high volumes of data and maintain focus on detailed tasks.
High ability to learn quickly, assimilate to new terms and projects, provide critical thinking, with appropriate attention to detail
Ability to prioritize and manage deadlines
Strong project management skills
Personal interest in technology and all things Big Data
Ideally, previous experience of Splunk or similar technologies
Extensive experience with Microsoft Office and/or Google equivalents, ideally with experience of a project tracking tool such as Smartsheet
Bachelor's degree in a technical field or equivalent experience in a software customer success environment.
Splunk is an Equal Opportunity EmployerAt Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.Note:OTE Pay RangesFor sales roles the ranges are expressed as On Target Earning or OTE (OTE = base + incentives in the form of sales incentive plans).SF Bay Area, Seattle Metro, and New York City Metro AreaOn Target Earnings: $211,600.00 - 290,950.00 per yearCalifornia (excludes SF Bay Area), Washington (excludes Seattle Metro), New York (excludes NYC Metro Area), and all other states.On Target Earnings: $201,200.00 - 276,650.00 per yearSplunk 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 On Target Earnings (OTE) range is a guideline and for candidates who receive an offer, the OTE pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to OTE, this role 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 and much more! Learn more about our next-level benefits at https://splunkbenefits.com (https://www.splunk.com/enus/careers/benefits-wellbeing.html?301=/benefits) .