Manager, Customer Success Strategy & Analytics - Remote
Posted on: June 8, 2021
The CS Strategy & Planning team at Splunk is passionate about
getting results for the Customer Success (Professional Services,
Support, Education, CSMs, Services Sales) Organizations through
strategy development, execution excellence, and performance
As a Manager in Customer Success Strategy & Analytics, you will
develop and execute strategies that drive customer success,
adoption and growth and impact how our products deliver value for
our customers. Projects include formulating strategies and
operational plans to improve key processes, and driving effective
communication of our strategic vision to the entire organization.
You will also partner with the leadership team to drive business
cadence, measure and lead critical initiatives, and assist in the
preparation of content for Executive discussions.
In this role, you will work on highly sophisticated problems,
gain insight into the strategic and operational issues which are
forefront in the minds of the Customer Success organization. You
will have exposure to senior-level decision-making and establish
relationships with people across the entire company.
The candidate should have a strong operational and business
background and excel in all areas of strategy development and
execution including business and financial analysis, problem
solving, executive communication, and consensus building. In
addition, the ability to thrive in an unstructured, collaborative
environment. A combination of strategy, consulting, and SaaS B2B
business experience is ideal.
As the Customer Success Strategy & Analytics Manager, you will
report directly to the Director, CS Strategy & Planning and work
closely with the VP of Global CS Strategy & Operations.
- Work cross-functionally (Professional Services, Support,
Education, CSMs, Services Sales) to structure problems, analyze
opportunities, and seek to solutions and meaningful recommendations
and results through a detailed, data-driven process
- Develop strategic and business cases working with
cross-functional teams outlining business opportunity, rationale,
and plans to gain the opportunity including product, GTM
strategies, and business model.
- Build and perform analyses incorporating financial /
operational models, detecting outliers, and identifying data
quality issues across multiple tools and environments
- Provide insights to the business through analytics and market
research (e.g. market, customer, competitive).
- Drive the operating cadence in partnership with
cross-functional leaders to establish the rhythm of the business
for Customer Success strategy & operations
- Collaborate with cross-functional Operations teams to lead the
impact of system changes and/or updates to the CPQ and CRM
- Document, maintain standardization and seek ways to constantly
improve processes & procedures
- 5+ years of experience in management consulting, or strategy &
operations at a technology company (or similar)
- 2+ years of experience in strategy & operations at a technology
- Strong communication skills - written and verbal -- to work
with senior executives across various geographies and functions;
comfort in business and technical discussions
- Inquisitive self-starter who enjoys working in a fast-paced,
collaborative, and innovative fast-growing environment; strong work
ethic and sense of accountability
- Past success working on large initiatives from framing the
problem, conducting analyses, building the business, and driving
execution through to success
- Bachelor's degree with strong academic performance in
Economics, Finance, Engineering or an equivalent field of study;
MBA a plus but not required
#LI - Remote
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.
Keywords: Splunk, Plano , Manager, Customer Success Strategy & Analytics - Remote, Other , Plano, Texas
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