Director, Account Technical Health and Resolution
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:
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!
Requirements: I’ve already done that!
Education: Got It!
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.
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