The Associate Escalation Manager is a member of the Incident, Escalation and Problem 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 Associate Escalation Manager will be responsible for managing and driving to resolution mid to high profile customer critical issues, analyzing escalation trends, and reporting back to leadership on the drivers of customer dissatisfaction. This is a mid-career 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**:
- 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.
- Restore the customer's confidence in Splunk and Splunk products through effective listening and communications skills.
- Support lessons learned and conducted Post Escalation Review process.
- Ascertain Splunk Certifications and/or Splunk trainings.
**Required Qualifications**:
- 2-5+ years' experience or equivalent work experience.
- Customer success mindset and proven track record.
- Intermediate understanding of Splunk and infrastructure technology environment and the interaction between different systems and services.
- 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.
- 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).
- Occasional weekend work as the business requires as well as holiday coverage.
- Strong data analytics and report management skills.
- Ability to manage multiple customer escalations at varying levels including case documentation.
**Nice to have**:
- Experience and understanding of a wide array of specific tools and software (SaaS Platforms, Salesforce, Jira, Confluence, and Google suite experience is a Plus)
- Knowledge of software development lifecycle
- Fundamental understanding/overview of Splunk or similar data collection software.
- ITIL v3/v4 Foundations Certification
Splunk has been named one of the San Francisco Bay Area's "Best Places to Work" by the San Francisco Business Times, ten years in a row. We offer a highly competitive compensation package and a plethora of benefits.