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…
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
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