Customer Success and Support

San Jose, Costa Rica

- Hybrid Remote

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 Business Analyst will be responsible for tracking, analyzing and auditing operational critical metrics for the global PS organization. This individual will partner with PS operations functions and PS leadership to drive near real-time availability of repeatable business metrics and insights through dashboards and/or reports. This pivotal role will ultimately enable data that drives timely, effective, and predictive management of day-to-day PS business processes and strategic improvement initiatives.

Responsibilities:

Partner with CS functional leaders and BI representatives to identify key business metrics
Document metrics and establish review cadence against their data sources
Assist in driving overall data analytics strategy to ensure certified data is curated and made available for reports/dashboards for stakeholders
Serve as a liaison between business stakeholders and technology teams having oversight of all PS reporting data needs ensuring the prioritization and that proposed solutions align with the organization's strategic goals and technological capabilities
Analyze business operational results and provide recommendations for improvements
Assist PS operations in providing PS delivery and leadership teams with a “single pane of glass” view into business performance/health
Work multi-functionally with others to identify and drive remediation of data and metric issues and anomalies relating to PS performance metrics
Partner with FP&A, CS Business Management, Data Analytics, and BizApps teams to identify PS metrics and correlate them to long-term customer success
Review findings with PS leadership teams to identify trends and opportunities
Translate business requirements into clear and concise functional specifications for technical BI teams
Ensure MBOs (Management by Objectives) are defined, tracked and data made available to applicable management levels
Participate in special projects, on request

Desired Skills and Experience:

3 or more years of demonstrated ability in Customer Success/Services in an Enterprise Software and/or Cloud-based Services company
Strong analytical and problem-solving skills to interpret large data sets and identify patterns or trends
Experience with data modeling and data presentation
Professionalism, positivity, and good work ethic with a high level of integrity and collaboration
Must have experience developing pivot tables within Excel or Google Sheets
Experience with Tableau and/or Salesforce is highly desirable
Tools Familiarity: Snowflake, Gainsight, Jira, Excel, Google Sheets
Bachelors or Master’s degree preferred

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

Note:

Base Pay Range

Costa Rica

Base Pay: CRC 28,000,000.00 - 38,500,000.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

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Splunk's Hiring Practices

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^{We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.}

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