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Senior Customer Success Manager - East (Remote)

Splunk Philadelphia, United States, Pittsburgh, Edison, New Haven Full Time
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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.

Role:

Are you passionate about customer success and big data? Are you a true hybrid professional with customer acumen and a proven technical foundation? Then come be a member of Splunk Customer Success, providing mentorship, planning and oversight while demonstrating adoption and technical best practices. The Customer Success Manager (CSM) is the key partner helping our valued 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 partnership with Product Management, Engineering, Professional Services, Education, and others.

Responsibilities
  • Develop strong overall relationships internally within the business and external with assigned clients; with a focus on driving adoption, ensuring retention, and happiness.
  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives.
  • Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Splunk Account team and externally to Customer Sponsors and Executives.
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status.
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
  • Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to find opportunities for new usage of Splunk across organizational functions.
  • Experience leveraging a connected team to help customers success, to include partnering with organizations such as renewals, business value, specialists, and other field support organizations
  • Work to identify and/or develop upsell opportunities.
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns.
  • Assist in workshops to help customers demonstrate the full value of Splunk solutions and lead periodic partner meetings.
  • Provide insight with respect to the availability and applicability of new products and features.
  • Support Professional Services with scoping, and selling follow-on and new service opportunities.
  • Support Education Services in identifying and recommending staff training opportunities.
  • Identify in cooperation with the Account team the key success criteria for Splunk deployment and drive customer value.
  • Cultivate customer champions, technical and executive, that will be responsible for successful implementation of the product.
  • Act as the Splunk liaison for Splunk technical inquiries, 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
  • Significant experience in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions
  • Since this role is essential to Splunk's customer success initiative, you will have a rich history of growing customer satisfaction, adoption, and retention.
  • Prior experience in IT operations, security, and/or cloud is desired
  • Confirmed ability to drive continuous product value.
  • Experience listening to customers, clearing obstacles, and developing product use-cases.
  • You will be a strong teammate, but still a self-starter capable of working independently
  • Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills.
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical.
  • Good technical and problem solving skills coupled with the ability to provide quick resolution to problems.
  • Prior experience conducting workshops to customers and discussing pros and cons of implementing various technologies and business value.
  • Experience navigating and steering customer engagements to completion with a high level of customer happiness.
  • This position is based remotely - but as it is customer facing, CSMs should be willing to travel up to 50% (estimated average 25%). Since travel is based on customer and business needs there may be more or less travel depending on location of customers.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. 

About the Company
Splunk
 San Francisco, CA, United States
Work at Splunk

Splunk is recognized for our products and services which provide visibility, security, and operational insight for on-prem, cloud, and... Read more


How To Find Flexible Remote Jobs That Allow You To Work From Home or Anywhere

Trying to find a flexible remote job? You should search for different terms depending on exactly the type of job you’re looking for. Some of the most common search terms include:

  • Remote Jobs
  • Work From Home Jobs
  • Online Jobs
  • Flexible Jobs
  • Telecommuting Jobs
  • Freelance Jobs

Times have changed, and so has the workforce. Gone are the days of geographical limitations on who companies can hire. Digital nomads are on the rise, but they’re not the only ones looking for flexible jobs. Stay-at-home moms, people with physical mobility issues, and myriad more can benefit from the option to work from home.

You can find all of the types of jobs listed above on our site, and while many of those terms can be used synonymously, it’s good to be able to define them and know what you’re looking for so that you can find a job that’s the best fit for you.

Remote Jobs

A truly remote job allows you to work from anywhere, with no restrictions on timezone, state, or country. So if you’re hoping to be a proper digital nomad, make sure you’re looking for remote jobs. It’s also worth noting that most “remote jobs” are considered full-time roles.

You can learn more about the definition of remote jobs here. Note, Many companies will mention that a job gives you the option to work remotely - it’s good to clarify whether they mean the position can be done remotely full time, or if what they’re really offering are home office days. Phrasing like “option to work remotely once a week” should make it clear that you’re expected to be physically present the rest of the time.

Work From Home Jobs

“Work from home jobs” is one of the most common search terms for folks looking to break away from the restrictions of a traditional office. In fact, it returns 10 times as many results as “remote jobs.” So if you want to cast your net wide, then this may be the way to go… But “work from home jobs” can function as a bit of a catch-all - unlike a search for remote jobs, which will tend to return a number of legitimate full-time opportunities like the ones on our site, work from home jobs can mean a lot of different things. Everything from teaching English online to selling your crafts on Etsy would be considered work from home jobs.

Unlike remote jobs, work from home jobs don’t necessarily mean you’ll have the support of an employer… it’s literally any job that you can do from home. So if you want to see the full breadth of non-office jobs/work that’s available, search for “work from home jobs”... but if you want a full-time role with a 401k that lets you work from anywhere, consider a more tailored search for “remote jobs.”

Online Jobs

“Online jobs” returns even more searches than work from home jobs. Online jobs are any jobs that you can do just by being connected to the internet. Lots of these jobs are part-time, pay by the hour type roles. Think English teacher, online tutor, part-time blogger, resume writer… they tend to be very gig focused, and companies offering these roles will almost always pay you by the hour. Great if you want flexibility, not necessarily if you want stability.

Flexible Jobs

Flexible jobs can mean a lot of different things. You can have an in-office job that’s flexible because you’re allowed to set your own hours. Or because you’re allowed to work from home a certain number of days each month. It might also mean working part-time (or having the option to).

Flexible jobs can also be remote or work from home jobs in which you’re allowed to set your own schedule (though you should note, not all remote/virtual/online jobs are actually flexible - many of them assign strict hours). In conclusion, flexible jobs mean a lot of different things to different people, but if the ability to set your own schedule is important to you, you should definitely be looking for flexible jobs - regardless of whether they’re remote or in-office.

Telecommuting Jobs

A lot of jobs listed as remote jobs are actually telecommuting jobs. Telecommuting jobs are full-time roles with companies who can offer you the flexibility to work from home 99% of the time, but might need you to reside in a certain physical location or time zone due to practical constraints. (You can learn more about the tax reasons for this here.) You might be expected to occasionally go to the office for trainings, or you might need to meet in person with clients in a certain area. These jobs are great if you want both a high degree of flexibility and stability, while remaining in your current area. They’re not ideal for would-be digital nomads.

Freelance Jobs

Freelance jobs are booming in today’s gig economy. They afford you a lot of flexibility because you set your own schedule, and oftentimes your prices. But as noted with online jobs, a lot of times, you’re “freelancing” for a company even though you’re really working for them almost full time.. But instead of paying you as a full-time employee, they’re paying you by the hour or by the product. This is often less preferable to a full-time remote job that offers more stability and better pay. That said, searching for freelance jobs online can be a helpful way to launch your own freelance career. Maybe you start doing freelance work on gig sites like Fiverr, but are ultimately able to go out on your own once you’ve built up a portfolio and client list. It’s at this point that freelance work can become truly lucrative. It’s worth noting that not all freelance work can be done remotely - depending on your skill-sets, you may need to be able to meet in person with your clients.

You can find freelance opportunities with legit companies here on PowerToFly.