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Professional Services Subscription Manager

Company: Splunk
Location: Plano
Posted on: April 8, 2021

Job Description:

Professional Services Subscription Manager Customer Success and Support Plano, Texas San Francisco, California Washington, D.C. Denver, Colorado Seattle, Washington Chicago, Illinois 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! Splunk is the world's first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver. Our Splunk Family in the Americas theater is a results focused and collaborative bunch spanning functions across sales, customer success, support, marketing and G&A functions. We love to work as a team, celebrate success and learn from our losses. We have a great team culture with weekly team breakfasts, cocktail hour Fridays, end of quarter celebrations, volunteer activities and a culture based on respect, transparency and always doing the right thing! Role: The work you do will directly influence the experience and careers of your direct reports. As Americas Subscription Practice Senior Manager, you will create meaningful relationships with your team focusing on team development and resourcing. You will make a deep impact through strategic workforce planning and your natural inspirational leadership. Are you up for the challenge? Responsibilities: What will you be doing?

  • Responsible for leading our Americas Professional Services Subscription business that consists of on On-Demand services and Assigned Experts services. This includes managing, bookings and renewal targets, driving important operational business metrics, team development and full customer management from kickoff to engagement closure
  • Manage team operational cadence - time and expense, On-Demand cases, Assigned Expert renewal motions, compliance & ethics, etc
  • Partner with Splunk Sales and Customer Success organizations to help drive customer adoption and expansion of Splunk and address license renewal risk that may arise
  • Work closely with the Professional Services Operations and Practices teams on improvement initiatives that drive efficient processes, better services for our customers, a happier workforce, etc.
  • Approve time, expenses, PTO, and complete other management approvals and administrative requirements on time
  • Build workforce plans to ensure the right mix of staff and skills to meet the business needs
  • Recruit, hire, on-board, and retain people to drive exceptional team performance
  • Ensure people are being effectively utilized, balance utilization with professional development, PTO, best practice contributions, etc.
  • Reward and recognize employees that deliver exceptional customer value and set examples of leadership
  • Review the performance of team members on a regular basis, and provide written performance plans
  • Ensure team is setup for success. Remove roadblocks and issues that negatively impact their performance
  • Define and coordinate appropriate level of coaching and mentoring of team, either directly or through others
  • Encourage and support professional development and career growth of team
  • Motivate your team by building a culture that rewards delivering customer value and developing a world-class consulting organization Requirements:
    • Solid experience (10 years+) in leading a team of Technical Consultants in a Services organization, ideally in a software company or industry leading services organization
    • Extra consideration will be given to those who have experience running a subscription model business
    • Experience directly or indirectly leading a team of staff, including direct experience with:
    • Recruiting, ideally as a hiring manager
    • Delivering performance reviews
    • Compensation planning
    • Talent reviews and succession planning
    • Formal and informal recognition programs
    • Dealing with complex HR issues
    • Experience building business cases and hiring justifications
    • Experience with necessary forecasting for the role, revenue, utilization, signings, etc
    • Has worked with formal coaching and mentoring programs
    • Can operate across multiple SPLUNK organizations to accomplish business objectives, including IT, HR, Finance, etc.
    • Experience developing and leveraging third-party subcontractors
    • Experience with regional labor laws
    • BS/BA degree or equivalent related experience desired.
    • 10+ years prior experience in a consulting and services environment, with 8-10 years of leadership experience.
    • This position requires the successful candidate to demonstrate strong leadership and management skills, dependability in difficult circumstances and excellent verbal and written communication skills. 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 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 . You have been redirected to a Splunk job page

Keywords: Splunk, Plano , Professional Services Subscription Manager, Executive , Plano, Texas

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