Customer Success and Support

- Hybrid Remote

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:

Are you looking to make an impact? As a Splunk Technical Account Manager (m/f/d), the work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to our customers to make people happier with our software, and just as importantly, we bring customer’s needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to make their business resilient.

You will be a trusted advisor that our key customers rely on to help them achieve their strategic objectives and improve their investment in Splunk. You will cultivate customer intimacy, developing strategic relationships with key collaborators to understand customer use cases and desired outcomes, while bringing to bear your deep knowledge of Splunk’s products to provide technical guidance and best practices, ensuring customer health, adoption and success. Additionally, you will address the resolution of our customers’ problems, including the ones they didn't even know existed. Splunkers are self-motivated and learn ground-breaking technologies Excellent at understanding, building, adapting and guiding our customers on how to best use our Platform. Are you up for the challenge?

Responsibilities:

High-quality guidance and mentorship on Enterprise level architecture, configuration, optimization and data governance work in sophisticated Splunk Enterprise & Splunk Cloud environments
Strategic execution of adoption activities, including regular meeting cadence, documentation, and representation of improving valuable outcomes from your work with customers.
Design and prioritise solutions aimed at addressing issues related to scalability, performance, integration, technical debt, usability, underused functionality, capacity utilization, workload optimization, data hygiene, etc.
Build assessments beyond health monitoring focused on guided outcome advisory, such as cost reduction, risk mitigation, increasing customer team efficiencies, and improving performance.
Assist customers with capacity and upgrade planning, key event and major project readiness
Serve as a dedicated point of contact for customer needs including adoption, enablement, optimization, customer success and technical resolutions
Monitor, lead, and report interactions with our technical support teams, resolution management of high priority support cases, and a strong focus on future incident prevention.
Continual engagement and information sharing with Customer Success Manager, Regional Sales Manager, Sales Engineer, Customer Success Engineer, Professional Services and other engaged collaborators
Contribute towards the team’s phenomenal success, through:
Scaling through improvements
Process build and improvement
Collateral build and improvement
Tool development and implementation
All-in on Adoption
Drive high CSAT score
Identify and collect customer success stories
Drive product upsell and expansion
Team growth
Mentor / mentee program
Formal and Ad Hoc internal training sessions

Requirements:

Soft Skills:

Ability to act as the trusted advisor and product specialist for assigned customers
Able to lead strategic accounts that demand a high level of resolution
Willingness to stop, collaborate and listen to technical and non-technical consumers from IT administrators to executive level partners
Superior written and oral communication skills a must
Listen objectively to others' opinions and ideas using active listening skills
Strong customer facing skills that instill confidence and provide guidance towards resolution with high customer satisfaction
Highly developed, operational skills for troubleshooting, problem solving, and resolution
Strong time management skills with the ability to balance contending priorities with customer demands
Fluent in German & English

Technical Requirements:

Demonstrated ability in technical consulting or big-data analytics
Demonstrable understanding of common enterprise applications
In depth understanding or recent experience with scripting languages (bash), application development (java, python, .NET), databases and analytical tools
Relevant software industry proven experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics

Splunk Platform experience:

5+ years’ experience administering and using Splunk
3+ years’ Splunk implementation and build experience
2+ years’ Splunk Cloud experience:
Cloud Fundamentals Consultant Accreditation (preferred)
Proven experience with Cloud Migration projects
3+ years Splunk architecture experience
Ability to deploy, manage, and troubleshoot sophisticated Splunk Enterprise environments
Thorough understanding of Splunk Deployment Methodology & Implementation
Expert-level knowledge of multi-tier Splunk architectures, clustering, and scalability topics
Strong SPL skills and experience a must
Familiarity with all Splunk related products (preferred)

Splunk is an Equal Opportunity Employer: At 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:

Base Pay Range

Germany

Base Pay: EUR 102,000.00 - 140,250.00 per year

Splunk 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 base pay range is a guideline and for candidates who receive an offer, the base 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 base pay, this role is eligible for incentive compensation and 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 comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

Apply Now

Splunk's Hiring Practices

^{Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.}

^{We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. 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. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.}

^{Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.}