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*Customer Success Manager

Job Description: That's a cool job! I want that!
Are you passionate about customer success and big data? Are you a true hybrid professional with proven customer acumen and a solid technical foundation? Then come be a member of the Splunk Customer Success Team. Providing guidance, planning and oversight while leveraging adoption and technical best practices, the Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and maximum value from their investment in Splunk. Additionally, the CSM serves as the liaison between the customer and the Splunk ecosystem, streamlining collaboration with Product Management, Engineering, Professional Services, Education, and others.
Responsibilities: I want to and can do that!
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Splunk Account Stakeholders and externally to Customer Sponsors and Executives.
Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned clients, to review executive dashboards, KPI's and program status.
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to identify opportunities for new usage of Splunk across organizational functions.
Work to identify and/or develop upsell opportunities.
Advocate customer needs/issues cross-departmentally.
Program manage account escalations.
Assist and provide expert deployment, operational best practices and establishing a Splunk Center of Excellence.
Assist in workshops to help customers leverage the full value of Splunk solutions and lead periodic stakeholder meetings.
Provide insights with respect to the availability and applicability of new products and features.
Support Professional Services in identifying, scoping, and selling follow on and new service opportunities.
Support Education Services in identifying and recommending staff training opportunities.
Identify in collaboration with the Splunk Account team the key success criteria for Splunk deployment and drive customer success and satisfaction.
Act as the Splunk liaison for Splunk technical questions, issues or escalations. This will include working with Splunk Support, Product Management (i.e. roadmaps), or others as needed.
Maintain current functional and technical knowledge of the Splunk platform and future products.
Requirements: I've already done that or have that!
10 + years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and or start-up companies.
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
Proven ability to drive continuous value of our product(s).
Familiarity working with clients of all sizes.
Exceptional verbal, written, organizational, presentation, and communication skills.
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Strong technical, analytic and problem solving skills combined with the ability to provide quick resolution to problems.
Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value.
Enterprise and or cloud software experience.
Experience successfully managing customer engagements to completion with a high level of customer satisfaction.
Up to 50% (estimated average 25%) travel based on customer and business need (depending on location of customers and candidate there may be more or less travel).
Education: Got it!
Bachelor's degree in a technical field such as computer science or equivalent.

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