Customer Success and Support

- 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:

Are you looking to make an impact? The work you will do directly impacts the adoption of the Splunk platform for some of our most important customers. We bring strategic technical guidance to the world to make people happier with our software, and just as importantly, we bring the world's needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to include the things that are most impactful.

As a Senior Professional Service Consultant for Observability (IT Ops) for our Professional Services team, you are passionate about customers and their journey to use Splunk to its fullest capabilities. You will help customers adopt and optimize their environment through consistent touch points and strategic guidance, ensuring our customers realize the quickest time to value, and maximum return on their investment. You will collaborate with the team and share your inputs as we create standard processes and procedures that enable us to deliver the highest level of service, drive scale and automate key functions. Additionally, you will tackle the resolution of our customer’s most complicated problems, including the ones they didn't even know existed. Splunkers are self-motivated and have a steadfast thirst to learn exciting technologies and thrive in constantly evolving environments. Are you up for the challenge?

Responsibilities:

Strategic execution of adoption and optimization activities in long-term engagements, which includes regular meeting cadence, documentation, and representation of valuable outcomes from your work with customers.
Lead all aspects of the adoption, optimization and integration of Splunk’s IT Ops & Observability solutions into the customers’ business architecture.
High-quality technical guidance on Enterprise level architecture, configuration, and optimization work in sophisticated environments for area of discipline including IT Ops with DevOps integration
Customer advocacy for key initiatives and discreet needs across the internal Splunk ecosystem
Serve as a dedicated point of contact for customer needs including adoption, optimization, customer success and technical escalations.
Continual engagement and information sharing with Splunk’s diverse account team

Requirements:

Soft Skills:

Ability to act as the trusted advisor and product specialist for assigned customers
Able to thoughtfully manage strategic accounts that demand a high level of partnership, negotiation, and conflict resolution
Outstanding written and oral communication skills a must
Listen objectively to others' opinions and ideas applying active listening skills
Strong customer facing skills that instill confidence and provide mentorship towards resolution with high customer satisfaction
Highly developed, operational skills for problem solving, and resolution
Ability to balance competing priorities with customer demands
Highly effective at coordinating, planning and leading customers through sophisticated change

Technical Requirements:

Clearance: Full Scope Poly
3+ years demonstrable experience administering and using Splunk ITSI
Significant experience in technical consulting or big-data analytics
Demonstrable understanding of common enterprise applications
Statistical and analytical modeling is a plus
Solid understanding of scripting languages (bash), application development (java, python, .NET), databases and analytical tools
Meaningful software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics

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

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $181,200.00 - 249,150.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $163,080.00 - 224,235.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $144,960.00 - 199,320.00 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 competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off 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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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 committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

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