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Senior Manager, CSM Application Experts

Company: Splunk
Location: Plano
Posted on: June 9, 2021

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!

Role:

Do you have a knack for leadership, helping others maximize their potential? Do you enjoy building new cross-functional processes, ensuring customer success and leading multiple projects at once? Are you passionate about value realization, problem solving and maximizing efficiency? Are you an excellent communicator, skilled in verbal and written methods for expressing sophisticated thoughts to a variety of partners, including executives? If you are excited to hear more, this job may be for you.

The CSM Experts team is a specialized group designed to assist our CSMs with understanding and providing support to customers with premium applications. This group operates across three major workstreams:

  • Customer Facing: Overlay engagement with generalist Portfolio CSMs on engagements that require deeper knowledge. Managing situations where the customer has issues, or is at risk, but also general support for meetings and interactions where it's important to show up with obvious deep domain experience in an advisory or visioning capacity - helping get customers to the next level of engagement with Splunk.
  • Customer Success Internal: Drive skill set up-leveling and differentiate towards deeper domain plays inside CS. This could include learning and enablement, innovating playbooks, consulting on the way we engage with telemetry, feature adoption, health and sentiment scores, churn reasons, etc. through the lens of expert users. Helping us broadly get more expertise on how we use data to drive plays, decisions and diagnostics.
  • Market Group Interlock: As a liaison between Customer Success and the internal Market Group ecosystem: An expert voice inside the CS CSM Organization that can help prioritize what we work on in interlock, and bring more context and better root-cause analysis to the issues and concerns of power-users that we consult with in the field.

As the leader of this team of experts, you will ensure consistent delivery expectations across all CSM engagements, you will support the team in their efforts to prioritize direct support for CSMs and customers and you will help the business understand and maximize the impact of the CSM Experts in and around Splunk Customer Success.

In this role you will also provide CS-focused leadership during all engagements and will advise Experts on approach & strategy, encourage scale and prioritization and adopt standard methodologies to improve delivery success and value realization.

Responsibilities:

  • Continue to establish and evolve the CSM engagement model
  • Provide meaningful guidance and support to the CSM Experts to ensure they are able to engage effectively and efficiently, maximizing the value of the Expert team
  • Engage in risk management, risk mitigation and operational program governance to ensure successful delivery of desired outcomes
  • Effectively build and develop relationships within the customer organizations and Splunk to ensure success
  • Grow technical champions and mentors within CSM teams to further scale the Expert function
  • Drive adoption activities to ensure there are high-performing people (training, organization, etc.) and process readiness activities to make the solution successful in achieving the desired business goals
  • Shape customer expectations and thoroughly align outcomes with customer requirements with laser focus on business value
  • Conduct analysis of existing telemetry & CRM data to facilitate early identification of at-risk accounts while continually advising the improvement of telemetry components, data sets & key performance indicators
  • Align Splunk resources to assist in delivering customer projects.
  • Provide leadership and guidance to the Expert team and contribute to key decision-making related to new solutions and processes, cross-product integrations, and product upgrades

Basic Qualifications:

We seek a self-starter who demonstrates initiative and leadership across projects and within the team

Ability to be seen as a trusted advisor who is highly requested by management and peers

Firm understanding or ability to rapidly contextualize internal Splunk ecosystem, Specialists, Strategist, PS, CS, Sales and how they should be utilized efficiently to orchestrate an outcome for the customer

Ability to prioritize, delegate and/or lead multiple engagements, associated tasks and outcomes on behalf of others or for the benefit of the team

Can astutely identify and exploit future opportunities to drive additional value

Strong leadership and interpersonal skills coupled with the ability to interface at all levels within an organization, from technical to senior management!

Desire to continuously enhance solution knowledge and skills to further industry leadership position

Ability to process and advocate customer requirements and product gaps into the development (R&D) organization

Bachelor's Degree in Computer Science, Business Administration or related field a plus

Minimum of 8 years of meaningful Customer Success, Service or Management experience

Willingness to travel up to 25%, possibly more at peak times

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.

Keywords: Splunk, Plano , Senior Manager, CSM Application Experts, Other , Plano, Texas

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