Manager, Technical Support Account Management
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!
Role:
The Manager, Technical Support Account Management (TSAM) role at Splunk is pivotal in leading and developing our TSAM team. You will lead a growing group of dynamic Account Management professionals to help them develop the habits necessary to drive scale and efficiency across their assigned customers. Additionally, this TSAM Manager will drive customer Technical Health by partnering with both internal and external teams to ensure the successful delivery of Splunk's services and products and drive swift resolution of any issues. This role requires a dedicated problem solver that has a real passion for producing positive customer outcomes and can lead by example.
Responsibilities:
- Provide day-to-day management and mentorship to a regional team of experienced TSAMs.
- Define key success criteria for team members and craft internal and external reports around that criteria.
- Facilitate and coordinate the appropriate resources to drive Customer Technical Health
- Serve as a top-line escalation point for incidents or escalations raised by managed accounts.
- Ensure the TSAM team has all required tools and knowledge required to be successful.
- Partner with the wider Customer Success organization to identify, monitor, and report on trends.
- Partner with other Splunk teams – including Support, Engineering, Product Management, Customer Success Managers, Education, and Sales teams – to ensure customer needs are being addressed and resolved
Requirements:
- 5+ years of leadership within a Global Customer Support / Technical Support organization.
- 5+ years of proven success working directly with customers within a technology company.
- Experience working in Enterprise/Application Support space, specifically SaaS or Cloud Environments is preferable
- Excellent verbal and written communication skills with the ability to work effectively in a team environment.
- Ability to present ideas in a business manner while utilizing user-friendly language.
- Highly motivated to build relationships and influence Senior Leadership.
- Possess the initiative and courage to have difficult conversations with multiple levels in the organization.
- Experience partnering with Sales teams to promote Customer Success.
- Deep understanding of Splunk general concepts is desirable.
- Take pride in advocating for the Splunk culture.
Education:
- Bachelor's degree in Business, IT, Engineering and/or other related field strongly preferred
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.
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.
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.
To check on your application click here.
Splunkers are encouraged and empowered to be Innovative, Passionate, Disruptive, Open and Fun.
Learn More
From San Francisco to Shanghai, Splunkers work in 25+ offices across the globe.
Learn More
Intern with people you want to hang out with, even outside the office.
Learn More
