Customer Success and Support

Splunk Customer Success Platforms Team Lead

As a member of the Customer Success Strategy and Operations team, the Splunk CS Platforms Team Lead will play a key role in the overall alignment of strategic business initiatives with functional processes across the CS organization and Splunk as a whole.  As we expand our scale engine to drive increased engagement with our customers, you will help strategize and lead the design/build/maintenance of technical solutions in response to business requirements needed to help Splunk customers derive maximum value from their investment.  You will also help broaden visibility into our efforts to drive successful outcomes, customer retention/expansion and churn reduction company-wide.  Come join a team that is creative, dynamic, collaborative, focused on driving outcomes, and fun!


Core Responsibilities


  • Support Customer Success business strategy by overseeing and participating in the design and implementation of innovative cross-organizational technical processes and workflows within CS tools (i.e Gainsight CS, Gainsight PX) and other platforms
  • Lead the configuration and optimization of CS Platform tools to internal customers (including integrations, reports, dashboards, and workflows) and deliver features using Agile methodology
  • Perform oversight and design review of all development work to ensure alignment with best practices and build standards
  • Refine and drive development release process, including hosting and leading Agile ceremonies with all CS Platforms team
  • Manage the development workstream, identifying priorities and assignment of work actions to other team members
  • Lead CS Platforms engagement in quarterly cross-functional strategy and planning to develop and maintain CS Platforms roadmap 
  • Perform analysis of operational metrics related to CS Platforms and deliver regular readouts
  • Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures 
  • Lead and participate in new tool/platform or feature function evaluation and testing
  • Provide project leadership and management when appropriate, specific to tool implementations
  • Develop and manage platform configuration and process documentation

Requirements

  • Bachelors degree required 
  • Minimum of 2 years as a team lead (or manager) in a high paced, technology platforms team environment
  • Minimum of 3 years Gainsight development/administration experience - NXT strongly preferred
  • Minimum of 4 years experience as a Salesforce Sales Cloud power user (admin preferred)
  • Proficient in the use of object-oriented concepts and logic fundamentals (IF/AND/OR)
  • Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
  • Experience with Gainsight PX preferred
  • Experience with JSON or similar scripting languages highly preferred
  • Experience with any of the following tools a strong plus: Splunk, ServiceNow, JIRA, Zendesk, Aha!
  • Demonstrable experience leading the design and build of complex, multi-stakeholder technical solutions 
  • Empathetic and understanding leadership style with a desire to potentially move into a managerial role
  • Strong analytical and problem solving capabilities
  • Meticulous attention to detail and quality assurance
  • Ability to manage multiple priorities and shift focus as necessary
  • Comfortable acting with a clear sense of ownership, taking personal responsibility for decisions, actions, and failures
  • Self-starter with the ability to work in a remote highly-collaborative environment

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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