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Service Readiness and Planning Manager

The Service Readiness and Planning Manager (SRPM) assumes responsibility for ensuring Service is enabled throughout the Product Lifecycle, from the product Concept stage until the End of Life. SRPMs represent the Services organization in Splunk Product Development Methodology where SRPMs partner closely with engineering teams to understand the product roadmap and prepare the respective Services Technology organizations for General Availability/Commercial Availability of the Product.

The Service Readiness and Planning Manager (SRPM) is responsible to communicate to Splunk customers and internal stakeholders Splunk’s product issues that may impact their business and provide them Engineering’s solutions to prevent business disruption.

What you’ll do…

  • Develop and deliver the service readiness delivery strategy and plan for each new product, solution, and service for each phase of the development cycle.  Work closely with Product Management, Global Support Centers, Support Operations, and NPI Training, Third Party Vendor Management, and Support Lab Operations to design and implement the plan for launch or GA/CA.
  • Ensure the Product Management and the Services teams collaborate during the development of new products and align service strategy with the product/solution to the go-to-market strategy
  • Engage early in conversations with Engineering teams to define workflows and design decisions which will best meet our customers' needs, with a focus on ease-of-use, simplicity, clarity.    
  • Voice in the conversation to advocate for support team and customer needs in new product launches.
  • Ensure that defined troubleshooting workflows, technical training, and tools exist in conjunction with product launches or changes.  
  • Drive teamwork and collaboration decision making with Engineering, and Customer Experience teams to determine the best approach to address the customer needs affected by a known defect.
  • Help our PM team understand top ticket drivers in monthly Customer Sync/ Business reviews.
  • Analyze metrics and friction areas around support tickets to determine top areas for improvement with our ability to support customers.
  • Develop recommendations for product improvement based on support issues and customer feedback.  
  • Identify opportunities for our TSEs to receive deep technical training for new product launches.    
  • Work with various teammates at Splunk to build long-lasting relationships with our customers and deliver experiences unique to our industry.
  • Partner with leaders in CS, Eng., PM, and across the company to streamline communication between our teams.    

Skills you have…

4-5 years’ experience in a customer-facing product support role

In-depth understanding of technical support and customer service methodologies

Robust written and verbal communication skills, and a keen capability to tailor your messages to a wide variety of audiences

Fundamental or methodical problem solver

Strong attention to detail and ability to derive patterns from bulk data

Ability to concisely communicate team needs to business leaders and partners

Multi-tasks and handles stress with ease, without getting flustered

Can empathize with customers and team members without absorbing or communicating negativity

Proactive, upbeat, concise, patient and customer-centric

Loves to and excels at translating “customer-speak” to “developer-speak” and vice-versa

Willing to continue learning

Encourages & adapts to change in a swiftly paced workplace

Understanding of 

  • Principle web and security technologies (SOAR, SIEM, Threat Intelligence)
  • Windows OS administration experience [Active Directory]
  • Cross-platform OS knowledge [Linux, Mac OS X, Windows]
  • Cloud technologies such as AWS, Azure or GCP.

Nice to Haves

Bachelor’s Degree [Computer Science, Information Systems or related]

Previous project management experience

Experience supporting a high-availability SaaS environment

Familiar with enterprise-level Data platform technologies [Elastic, SumoLogic etc..]

Previous experience with customer support or help desk issue tracking tools

Experience with bug tracking software [Phabricator, GitLab, Jira, etc. ] 

You should apply if you…

Care about contributing to an amazing work culture and environment

Are comfortable navigating a fast-paced role that is constantly iterating

Prefer trying and failing to getting it flawless the first time

Are passionate about service & creating long-term customer relationships

Have impeccable communication - both verbal and written

This job may not be for you if...

Working for a company where change is a constant isn’t something you are ready to embrace If you prefer to work on your own (we're a team that pushes each other and learns together)

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.

Note: 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.  The base pay for this position is dependent on work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for bonus and benefits, and may be eligible for equity.  

Base Pay Range 

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

Base Pay Range:  $124,000 - 170,500 per year

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

Base Pay Range:  $116,000 - 159,500 per year

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

Base Pay Range:  $104,800 - 144,100 per year



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.

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.

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 committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

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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