Customer Success and Support

Manager, Customer Success Strategy & Analytics - Remote

The CS Strategy & Planning team at Splunk is passionate about getting results for the Customer Success (Professional Services, Support, Education, CSMs, Services Sales) Organizations through strategy development, execution excellence, and performance management.

As a Manager in Customer Success Strategy & Analytics, you will develop and execute strategies that drive customer success, adoption and growth and impact how our products deliver value for our customers. Projects include formulating strategies and operational plans to improve key processes, and driving effective communication of our strategic vision to the entire organization. You will also partner with the leadership team to drive business cadence, measure and lead critical initiatives, and assist in the preparation of content for Executive discussions.

In this role, you will work on highly sophisticated problems, gain insight into the strategic and operational issues which are forefront in the minds of the Customer Success organization. You will have exposure to senior-level decision-making and establish relationships with people across the entire company.

The candidate should have a strong operational and business background and excel in all areas of strategy development and execution including business and financial analysis, problem solving, executive communication, and consensus building. In addition, the ability to thrive in an unstructured, collaborative environment. A combination of strategy, consulting, and SaaS B2B business experience is ideal.

As the Customer Success Strategy & Analytics Manager, you will report directly to the Director, CS Strategy & Planning and work closely with the VP of Global CS Strategy & Operations.

Responsibilities

  • Work cross-functionally (Professional Services, Support, Education, CSMs, Services Sales) to structure problems, analyze opportunities, and seek to solutions and meaningful recommendations and results through a detailed, data-driven process
  • Develop strategic and business cases working with cross-functional teams outlining business opportunity, rationale, and plans to gain the opportunity including product, GTM strategies, and business model.
  • Build and perform analyses incorporating financial / operational models, detecting outliers, and identifying data quality issues across multiple tools and environments
  • Provide insights to the business through analytics and market research (e.g. market, customer, competitive).
  • Drive the operating cadence in partnership with cross-functional leaders to establish the rhythm of the business for Customer Success strategy & operations
  • Collaborate with cross-functional Operations teams to lead the impact of system changes and/or updates to the CPQ and CRM reporting environment
  • Document, maintain standardization and seek ways to constantly improve processes & procedures

Requirements

  • 5+ years of experience in management consulting, or strategy & operations at a technology company (or similar)
  • 2+ years of experience in strategy & operations at a technology company
  • Strong communication skills – written and verbal -- to work with senior executives across various geographies and functions; comfort in business and technical discussions
  • Inquisitive self-starter who enjoys working in a fast-paced, collaborative, and innovative fast-growing environment; strong work ethic and sense of accountability
  • Past success working on large initiatives from framing the problem, conducting analyses, building the business, and driving execution through to success
  • Bachelor’s degree with strong academic performance in Economics, Finance, Engineering or an equivalent field of study; MBA a plus but not required

#LI - Remote

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.

 
Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

Individuals seeking employment at Splunk are considered without regards 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 (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

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

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.

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