Customer Success and Support

- Remote

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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:

The Professional Services (PS) Engagement Manager develops and leads key client relationships to ensure overall success of Splunk implementations. The Engagement Manager partners with stakeholders in Sales, Support and Splunk leadership to address customer questions a handle issues related to the solution. The successful candidate will effectively position our services prescriptive approach, negotiate reasonable timelines, share team structure and encouraged outcomes as part of the sales process to close services business.

Responsibilities:

Engages early in the process to position the right solution to the customer to ensure customer satisfaction and meet their business objectives
50/50 mix of pre and post sales
Articulates relevant customer success stories and metrics that demonstrate value
Consistently performs self-development related to industry trends impacting SPLUNK (Big Data, Security, ITOPS, Cloud, etc.) in order to establish a foundation as a trusted advisor
Demonstrates solution understanding and success criteria by using methodologies, blue prints, templates, Service Offerings and successful experiences with related solutions
Understands the solution options available to the customers and engages the right team to win the deal and drive customer’s trust
Works with the Contract and Project Management Offices to enforce SPLUNK'S standard processes and business guidelines and applies collaboration tools to access and share new assets, information, and updates
Helps leverage existing proposals and SOWs to improve efficiency and consistency.
Effectively drives the RFP/SOW process in partnership with the area sales teams
Accurately forecasts opportunities and pipeline, ensuring the information in SFDC is up to date at all times
Collaborates with the Project Management Office or Project Managers to make sure projects are initiated on a timely basis with a qualified team that reflects the customer’s expectations
Maintains accurate and up-to-date reporting, documentation, and system information to ensure the business can be accurately forecasted.
Collaborates with area Sales leaders and Account Managers to build relationships, aggressively build pipeline and close bookings as measured by booking targets
Collaborates with Sales Engineering to ensure Services is engaged early and at the required level of technical detail and content and that POCs are incorporated in Service’s proposed solution
Works closely with SPLUNK ecosystem to ensure we are presenting a full solution to our customers
Ensures that SPLUNK delivers successful outcomes as detailed in the SOW/CCO by reviewing project status with SPLUNK project team and the customer
Uses partners to develop mutually beneficial relationships while continuing to focus on customer success
Involved in remediation of customer problems, serving as customer advocate to ensure problems are effectively and rapidly resolved.

Qualifications:

8-10+ years of related experience scoping and writing SOWs and selling and delivering professional services.
Competency in Analytical Problem Solving, Customer/Partner Relationships, Product & Technology Expertise
Project Management skills to manage customers. In some cases will provide Project Management oversight depending on the size of the territory they are looking after.
IT Service delivery and support.

Education: Got it!

Bachelor's degree or equivalent experience

Splunk is an Equal Opportunity Employer

Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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