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Service Readiness and Planning Manager (SRPM)

Company: Splunk
Location: Plano
Posted on: November 23, 2022

Job Description:

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. Service Readiness and Planning Manager The Service Readiness and Planning Manager (SRPM) assumes responsibility for ensuring Service is enabled throughout the Product Lifecycle, from the product Concept stage until the End of Life. SRPMs represent the Services organization in Splunk Product Development Methodology where SRPMs partner closely with engineering teams to understand the product roadmap and prepare the respective Services Technology organizations for General Availability/Commercial Availability of the Product. The Service Readiness and Planning Manager (SRPM) is responsible to communicate to Splunk customers and internal stakeholders Splunk---s product issues that may impact their business and provide them Engineering---s solutions to prevent business disruption. What you---ll do Develop and deliver the service readiness delivery strategy and plan for each new product, solution, and service for each phase of the development cycle. Work closely with Product Management, Global Support Centers, Support Operations, and NPI Training, Third Party Vendor Management, and Support Lab Operations to design and implement the plan for launch or GA/CA. Ensure the Product Management and the Services teams collaborate during the development of new products and align service strategy with the product/solution to the go-to-market strategy Engage early in conversations with Engineering teams to define workflows and design decisions which will best meet our customers' needs, with a focus on ease-of-use, simplicity, clarity. Voice in the conversation to advocate for support team and customer needs in new product launches. Ensure that defined troubleshooting workflows, technical training, and tools exist in conjunction with product launches or changes. Drive teamwork and collaboration decision making with Engineering, and Customer Experience teams to determine the best approach to address the customer needs affected by a known defect. Help our PM team understand top ticket drivers in monthly Customer Sync/ Business reviews. Analyze metrics and friction areas around support tickets to determine top areas for improvement with our ability to support customers. Develop recommendations for product improvement based on support issues and customer feedback. Identify opportunities for our TSEs to receive deep technical training for new product launches. Work with various teammates at Splunk to build long-lasting relationships with our customers and deliver experiences unique to our industry. Partner with leaders in CS, Eng., PM, and across the company to streamline communication between our teams. Skills you have 4-5 years--- experience in a customer-facing product support role In-depth understanding of technical support and customer service methodologies Robust written and verbal communication skills, and a keen capability to tailor your messages to a wide variety of audiences Fundamental or methodical problem solver Strong attention to detail and ability to derive patterns from bulk data Ability to concisely communicate team needs to business leaders and partners Multi-tasks and handles stress with ease, without getting flustered Can empathize with customers and team members without absorbing or communicating negativity Proactive, upbeat, concise, patient and customer-centric Loves to and excels at translating ---customer-speak--- to ---developer-speak--- and vice-versa Willing to continue learning Encourages & adapts to change in a swiftly paced workplace Understanding of Principle web and security technologies (SOAR, SIEM, Threat Intelligence) Windows OS administration experience [Active Directory] Cross-platform OS knowledge [Linux, Mac OS X, Windows] Cloud technologies such as AWS, Azure or GCP. Nice to Haves Bachelor---s Degree [Computer Science, Information Systems or related] Previous project management experience Experience supporting a high-availability SaaS environment Familiar with enterprise-level Data platform technologies [Elastic, SumoLogic etc] Previous experience with customer support or help desk issue tracking tools Experience with bug tracking software [Phabricator, GitLab, Jira, etc. ] You should apply if you Care about contributing to an amazing work culture and environment Are comfortable navigating a fast-paced role that is constantly iterating Prefer trying and failing to getting it flawless the first time Are passionate about service & creating long-term customer relationships Have impeccable communication - both verbal and written This job may not be for you if Working for a company where change is a constant isn---t something you are ready to embrace If you prefer to work on your own (we're a team that pushes each other and learns together) 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. 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 Thank you for your interest in Splunk

Keywords: Splunk, Plano , Service Readiness and Planning Manager (SRPM), Executive , Plano, Texas

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