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SOLUTIONS MANAGER - CSM/Renewals Platforms & Automation Team, GTM Ops

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Solutions Manager - CSM/R Platforms & Automation Team, GTM Ops


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


As a critical member of the Platforms & Automation Team within the Customer Success Management/ Renewals Strategy & Operations team at Splunk, you will help conceptualize, design, implement, and transform enterprise-wide system tools & processes as part of a multi-year Adoption Transformation roadmap. We are looking for a strategic thinker, with excellent Customer Success and Saas business insights. In this role, you will be the strategic arm of the transformation program supported by subject matter expertise (SME) in business analysis, project management, process design, process standardization, and automation activities with the singular goal of scaling Customer Success to support a growing field organization . You will be responsible for leading the implementation of the necessary tools & processes leveraging a solid change management framework to ensure stability and adoption of our transformation.


Role:


Are you an experienced Solutions Manager with a ton of SaaS domain experience in the area of Customer Success (CS) and Retention? Do you have a strong Product Owner mindset, able to approach work in a structured and methodological way, and collaborate cross functionally to drive outcomes and meet deadlines? Are you passionate about challenging the status quo and finding creative ways to augment system changes with the goal of exceptional user experience? If so, we have the ideal role for you!


The Solution Manager will work cross-functionally within the Splunk Organization both internally across Customer Success (CS) as well as the broader GTM Operations organization, aligning resources, influencing priorities, driving thought leadership, and serving as a strategic voice for the program. This person will help ensure the right initiatives are identified and prioritized with CS Leadership and work closely with IT Leadership to ensure sufficient resources and support are made available throughout the execution of the program.


Responsibilities:


  • Act as a Product Owner for adoption related system transformation & process improvements.
  • Drive the execution of initiatives within the Adoption Transformation portfolio.
  • Ensure the timely execution of programs in your portfolio.
  • Develop options and recommendations to drive critical decisions.
  • Help to implement governance across programs including ease of visibility for CS leadership.
  • Proactively identify risks and suggest appropriate mitigation plans aligned with project dates, project milestones, and project schedule.
  • Drive strategic interlocks with GTM stakeholders to propose transformation changes as well as system enhancements/ improvements.
  • Partner with the Customer Success Program Manager (PM) to create and maintain the transformation roadmap with appropriate sign-offs and executive buy-in across all levels.
  • Partner with the Customer Success Champion Network, to identify potential change management challenges and devise appropriate strategies that minimizes solution adoption/ compliance challenges.
  • Partner with Customer Success Management Best Practices (BP) to ensure field expertise and feedback are incorporated as critical design principles into the future state solution design.
  • Catalog business requirements and convert them to user stories.
  • Propagate the value of the Solution Manager role across the organization in partnership with other Solutions Managers on the team to become the true ‘digital’ change agents.
  • Sensibly escalate critical issues that can become potential showstoppers to ensure smooth delivery of the program milestones.
  • Has excellent written and verbal communication skills.
  • Self-motivated, team player, with the ability to work with minimal supervision.
  • Results oriented person with the ability to adapt to a constantly changing environment.

Key Requirements:

  • 7+ Years managing large-scale technical projects and programs in a high growth, highly scaled SaaS environment.
  • Ability to demonstrate big picture thinking and technically strong to convert futuristic vision into strategically, executable projects with measurable results.
  • Motivated, organized self-starter, able to solve routine or complicated problems effectively and drive projects to successful completion.
  • Understanding of project management best practices like agile, scrum, etc.
  • In-depth working knowledge of customer success management systems like Gainsight & CRMs like SFDC.
  • Experience working with data visualization tools like Tableau, Alteryx are highly desirable.
  • Comfortable working with sophisticated technologies; exposure to driving innovation by leveraging Artificial Intelligence/ Machine Learning (AI/ML) techniques is a plus.
  • Experience with regularly used tools – Google Suite, Smarsheet, JIRA, Confluence etc.
  • Passionate about driving business process improvement initiatives. Exposure to Lean, Six Sigma, Kaizen is a plus.
  • Comfortable with authoring many types of documents, including agendas, action/project plans and presentations. Strong skills with spreadsheets and a variety of data/information.
  • Willingness and ability to manage multiple projects at once.
  • Able to work independently.
  • A passion for technology and an ability to identify new opportunities for efficiency and productivity.
  • Experience managing project financials including an in-depth understanding of ROI.

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 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.

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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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