Customer Success and Support

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.

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