Join us as we pursue our disruptive new vision to make 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, our 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

As a member of the Customer Success team at Splunk, you assist in crafting the customer journey, including digital tech touch points that are easy to apply to the customer, as well as facilitate the creation and delivery of content to take our customers to the next level. You come up with creative ways to get the right content to the customer at the right time.

You are a strategist and technologist at heart, creatively helping customers and leaders execute end-to-end solutions to produce business outcomes. You and your team’s work will affect every Splunk customer and partner. You will satisfy requirements of and collaborate with various teams within Splunk. This is truly an outstanding position bridging functional work between Customer Success Management, Renewals, Retention Marketing, Business Value Consulting, and the Voice-of-the-Customer.

To be successful, you will need to use a diverse toolkit to build a wide array of content, programs, and plans capable of scaling to multiple personas and driving customers along their journey with Splunk.

Utilizing members of your team, SMEs, and technical writers, you will be capable of empathizing with our customers, no matter their level of experience or tenure. Your content provides mentorship both from a technical perspective, use-case adherence, guiding each step towards a business outcomes.

I want to and can do that!

  • Utilize your team to build content (video and text) aligned with other CS functions to produce use-case mentorship and standard methodologies for use by every level of the customer organization
  • Measure the efficiency and impact of automated engagements and self-service adoption resources
  • Provide input into customer success measurement
  • Work with CS Leadership and help translate requirements into action
  • Drive design of artifacts that translate business needs into executable, user-centered mentorship - clearly articulating use-case next steps to achieve business outcomes
  • Understand Splunk’s operating model and commercial objectives and engage with various functional and product leaders to understand the most beneficial information to put in front of three end-user personas: Admin, User, and Executive
  • Partner with Education, Retention Marketing, SMEs and various levels of the Customer Success Organization to produce a singular, coherent narrative to drive use-case completion and technical achievements
  • Analyze business challenges, design solutions, and plot content across the customer journey to deliver value across the ALAER customer engagement model
  • Apply industry standard methodologies, policies, and procedures, that establish process excellence and ensure completion of measurable transformation objectives
  • Demonstrate a combination of strong business acumen, solid analytical and problem solving skills, and excellent facilitation techniques to quickly build journey flows and content to assist customers during their Splunk Journey
  • Partner with business stakeholders to understand, analyze, refine, prioritize, and communicate business needs to ensure that the assigned agile team fully understands the project scope, objectives, and requirements
  • Work with client partners, scrum masters, and product teams to maintain, prioritize, and sequence requirements based on business value or return on investment - coming up with creative ways to test ideas and introduce value early
  • Work across organizations as a change agent. Maintain a diverse, cross-functional network and serve as a liaison for Customer Success and business partners
  • Work with change management, learning and development, and communications teams to ensure business readiness for change and the adoption of new ways of working needed to realize the value of transformation programs and technology investments
  • Lead and inspire a growing team of whip smart individuals

Qualifications

  • You’re articulant and results oriented
  • You’re a champion for the customer and always put their experience first
  • You have experience working with content creation frameworks
  • 10+ years assisting customers in the SaaS or software space (SE, CSM, Etc)

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.

To check on your application click here.
 
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