Customer Success and Support
Main Responsibilities:
1. Lead customer engagements to achieve high-value outcomes.
2. Understand customers' priorities and decision-making processes to foster successful relationships and growth.
3. Align Splunk's resources with customer goals, anticipating needs and addressing risks.
4. Build positive relationships with key customer collaborators, including senior leadership and product owners.
5. Guide customers through standard methodologies, optimizing for success and minimising risks during implementation and onboarding.
Key Tasks:
1. Partner with sales reps, technical account managers, and client architects to craft onboarding plans for major customers.
2. Collaborate with customer leaders to develop customer success plans and a Splunk road map for effective onboarding and value realisation of all products and services.
3. Communicate the benefits of Splunk's products and solutions to improve existing cases and develop new ones to grow Splunk's customer base.
4. Act as a customer advocate, ensuring we provide the best experience across all products, services, and partners.
5. Prepare and present quarterly business reviews to executives.
6. Take full responsibility for the customer life cycle.
7. Be self-motivated, curious about technology, enjoy working with a phenomenal team, and have a positive presence.
Desired Attributes:
1. A deep understanding of SaaS-focused tech outcomes.
2. Experience working at the Executive (C-Suite) level, both on the customer and vendor sides, to secure engagement and dedication.
3. A background in Cybersecurity, IT Operations, or Observability.
4. The ability to connect Splunk's value to customer needs and explain benefits across Security, IT Ops, DevOps, and Observability to decision-makers.
5. A programmatic approach to set clear outcomes for the customer, build milestone-based plans, and engage both Splunk and customer ecosystems with defined accountabilities and results.
6. Collaboration and presentation skills.
7. A growth mindset, using deep account access to identify additional opportunities, new use-cases, and keeping the sales ecosystem engaged for future opportunities based on excellent execution and outcomes at each step.
Requirements:
1. 12 years of validated experience in software, subscription services, and IT/Security organisations.
2. Experience using Splunk or adjacent technologies in a large enterprise environment preferred.
3. Strong interpersonal skills, both written and oral, and an effective communicator of ideas to all levels of the business.
4. Bachelor's degree or experience in a related field or substantial relevant on-the-job experience.
Splunk is committed to creating a culture of belonging. We prioritise diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive.