Director, Account Technical Health and Resolution

Director, Account Technical Health and Resolution

AMER

Job Description

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.

The Role: That’s a cool job! I want it!

Reporting to the VP, Global Support, the Director, Account Technical Health and Resolution is responsible for guiding strategic direction for Splunk’s Technical Support Account Management (TSAM) organization. This senior leader will lead the TSAM team in their responsibility for our customers technical health in their use of the Splunk platform, technologies and services across Splunk’s commercial ecosystem. In this role, you will have functional responsibility over the global TSAM organization and drive standards for their hiring, training, and operational cadence. 

In addition to Technical Health through relationship and timed engagements via the TSAM Program, the Director, Account Technical Health and Resolution is also responsible for critical Resolution Management (RM) and will lead a tenured global team of Incident and Escalation Managers to the next level of success; focused on the most critical incidents and escalations, this team works cross functionally at Splunk to restore technical health to our customers, while establishing and introducing new functions and offerings such as Problem Management and more.

In this role you will:

• Drive customer support strategies and work collaboratively to help roadmap a solution to our business needs utilizing Splunk’s platform and technology.
• Set performance targets and metrics for the TSAM and RM teams
• Develop a shared purpose and alignment across TSAM and RM to focus on overall customer technical health, success and resolution while delivering a superior experience
• Provide communication to customers regarding Splunk, new offering capabilities and use cases, as well as help meet desired outcomes.
• Meet with Senior Leaders of Splunk's most strategic accounts and help guide their commercial vision utilizing Splunk’s platform and technology.
• Oversee the creation of onboarding, enablement and skill set development for the TSAM and RM functions

This role requires a strategic, thoughtful, collaborative, organized, and disciplined individual who is comfortable with the ambiguity that comes with a fast-growing company.  Must be able to interface with a diverse audience —ranging from Customers to Support Engineers, Operations teams and Senior Executives.

Responsibilities: I can do that!

• Day to day leadership activities including mentoring, performance management, coaching
• Attract and retain top talent
• Day to day program management activities such as account planning and forecasting
• Develop executive relationships across Splunk and with key customers
• Collaborate effectively with Sales, Customer Success, and cross-functional teams
• Keep current on product roadmaps and overall company strategy
• Identify and help implement opportunities to improve the offerings, effectiveness and performance of the TSAM and RM teams
• Consistently achieve high customer technical health scores and establish metrics that matter as we continue our journey to the Cloud
• Strong executive presence

Requirements: I’ve already done that!

• 5+ years of account management experience, ideally in B2B sales at a technology company
• 3-5 years’ experience leading global teams
• Experience in SaaS preferred
• Demonstrated experience in Program Management/ Account Management
• Experience in ITIL Processes, ITSM experience, Escalation Management Experience
• Knowledge of software development process
• Experienced in customer service and relationship management skills
• Ability to clearly communicate ideas in a business and user-friendly language
• Ability to forecast churn and upgrades for account base
• Strong technical aptitude
• Achieving desired outcomes to help create referenceable customers
• Conducting periodic customer check-ins and business reviews
• Monitoring customer performance

Education: Got It!

• Bachelor's degree in Engineering or Computer Science (or equivalent work experience)

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.