Customer Success and Support

San Jose, Costa Rica

- 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 Summary

The Customer Success Technical Solution Analyst will be responsible for guiding the configuration, maintenance, and support of various business systems used within Splunk’s Customer Success organization focusing first on Professional Services. The Customer Success Technical Solution Analyst will ensure that these systems and processes are functioning optimally and efficiently, and that they meet the needs of the organization. The Customer Success Technical Solution Analyst will collaborate with business and IT teams to define and support the implementation of system enhancements and improvements.

What you'll get to do

Responsibilities include understanding business processes and systems for the purpose of fixing business-critical applications used by the Professional Services teams
Provide guidance to the business in the management and configuration of various business unit specific applications such as Certinia, Salesforce, and Jira
Supervise business usage of key applications to ensure adoption, effective license usage and to anticipate issues or improvements needed
Proactively suggest enhancements or tools for the business teams by monitoring product releases for what’s new and evaluating the marketplace for trends and ideas
Make recommendations on improvement requests and system bugs and formulate requests for IT for various Professional Services tools
Evaluate and provide guidance on bugs and enhancements raised as SNOW tickets and develop plan of action for avoiding common issues
Meet with Professional Services leadership and teams to discuss projects and roadmap, gather pain points and suggestions
Partner with IT on a business initiatives to ensure we meet business objectives
Understand and be able to provide guidance on how key business systems are used at Splunk including Certinia, Salesforce Sales, Service and Experience Clouds, Jira, and other tools
Understand key business processes within Customer Success such as Customer Success Management, Technical Support, and Professional Services
Create and maintain documentation on Customer Success tool configurations, automations, and processes to facilitate change management and training for internal teams
Reporting and analysis

Must-have Qualifications

Bachelor's degree in Computer Science, Information Systems, Business, or a related field
5+ years of experience in business systems administration, preferably in a corporate setting
Experience in employee onboarding of software systems, providing training and support as needed
Experience implementing or managing Certinia for a Professional Services team within a Technology company
Strong technical skills in configuring and maintaining various business systems, including Certina, Salesforce, Jira
Experience in system troubleshooting and issue resolution.
Excellent communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
Ability to work independently and proactively, with a strong sense of ownership and accountability.
Highly adaptable to changing environments
Strong analytical and problem-solving skills, with phenomenal attention to detail
Excellent time management, organization, and prioritization skills

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

Costa Rica

Base Pay: CRC 28,000,000.00 - 38,500,000.00 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.

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Splunk's Hiring Practices

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^{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.}

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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.

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