Please see the English details below.
現在、日本でのカスタマーサクセスマネージャーを募集しています。
カスタマーサクセスマネージャは、Splunk製品を最大限活用してもらいお客様のビジネスの成功に貢献することをミッションとしています。
マシンデータを誰もがアクセスでき、使用可能で、価値のあるものにするという破壊的な新しいビジョンを追求する私たちと一緒に働きませんか？私たちは、自社製品に情熱を持ち、お客様に最高の体験を提供しようとする人々で溢れている会社です。
■主な職責
・担当する顧客と信頼関係を築き、製品の利用促進、顧客満足度の向上を行う。
・クラウド認定資格を取得し、製品の利用促進とユースケースの導入を支援する。
・カスタマーサクセスプランを作成し、顧客の目標達成を支援するためのアクションを設定し、目標の実現と更なる活用を促進する。
・お客様から信頼される戦略的なアドバイザーとして、当社の製品およびサービスの価値を継続的に高める。
・顧客と協力し、運用面におけるベストプラクティスを展開する。
・クラウドプラットフォームと将来の製品に関する最新の機能的・技術的知識を維持し、新製品や新機能の可用性と適用性に関して洞察を提供することにより、顧客に付加価値を提供する。
・プロフェッショナルサービスおよび教育サービスのサポートや新規サービス、トレーニングの提案を行う。
・技術的な問い合わせ、問題、エスカレーションの窓口となり、アカウントチームと連携してお客様の満足度を高める。
【必須（MUST）】
・ポストセールスまたはプロフェッショナルサービス部門において、顧客との直接的な関わりを持った豊富な経験を有すること。
・顧客の満足度向上、導入、維持のための豊富な経験。
・製品の特性を理解し活用の価値訴求ができること
・顧客と一緒に製品のユースケース、活用方法を検討した経験がある
・クラウド、ITOps、セキュリティ、DevOpsのいずれかの分野での深い知識と実務経験。
・チームプレイヤーでありながら、セルフスターターであること。
・優れた言語能力、文章能力、社交性、プレゼンテーション能力、対人関係能力。
・マルチタスクな環境で活躍し、優先順位をその都度調整できる能力。
・技術力と問題解決力に優れ、問題を迅速に解決できる方。
・顧客とのワークショップを実施し、様々な技術の導入の是非やビジネス価値について議論した経験があること。
・SaaSや企業において、ITOps、DevOps、セキュリティにまたがるクラウド/セキュリティのユースケースやワークショップを推進した経験があること。
・グロースマインドセット
・ネイティブレベルの日本語を話し、読み書きレベルの英語力を有する方。
Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers.
At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!
Responsibilities: I want to and can do that!
- Orchestrate overall relationship with assigned clients, which will include: Growing adoption, ensuring retention, and happiness.
- Become a Splunk Cloud Certified Admin to assist in driving your customers use cases and adoption.
- Build Customer Success Plans and establish critical goals to aid the customer in achieving their objectives and drive new usage of Splunk and upsell opportunities.
- Cement yourself as a trusted/strategic advisor and advocate with customers and drive continued value of our products and services.
- Work with customers to provide expert deployment, operational standard methodologies and establish a Splunk Center of Excellence.
- Maintain current functional and technical knowledge of the Splunk platform and future products, add value for customers by providing insight with respect to the availability and applicability of new products and features.
- Support Professional Services and Education Services with scoping, and selling follow-on, new service, and training opportunities.
- Act as the Splunk liaison for Splunk technical inquiries, issues or escalations and work with the Account team to drive customer happiness.
Requirements: I’ve already done that or have that!
- Extensive experience in a related function with direct customer advocacy and engagement in post-sales or professional services functions
- A rich history of growing customer happiness, adoption, and retention.
- Confirmed ability to drive continuous product value.
- Experience developing product use-cases with customers.
- Deep knowledge and work experience in the one of the following areas: Cloud, ITOps, Security, DevOps
- You will be a strong teammate, but still a self-starter.
- Exceptional verbal, written, social, presentation, and interpersonal skills.
- The ability to thrive in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical.
- Good technical and problem solving skills coupled 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.
- Past experience in SaaS and enterprise customers driving Splunk use cases and workshops across ITOps, DevOps & Security
- A Growth Mindset
- Native Japanese speaker with Moderate English skills. You will be part of an international team, and communication across borders is critical
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.
DIVE DEEPER
Find out what makes Splunk such a great place to work
Splunkers are encouraged and empowered to be Innovative, passionate, disruptive, open and fun.
Our benefits are designed to support your physical, financial, emotional and mental wellbeing.
Intern with people you want to hang out with, even outside the office.
Learn about Splunk’s commitment to creating a culture of belonging.
