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Splunk Director of CSM Best Practices and Operational Excellence (US REMOTE) in Boston, Massachusetts

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 an upbeat Customer Success professional, with deep SaaS and Customer Success experience? Are you ready to play a mission-critical role in a rapidly growing enterprise software business, with customer value, experience, retention and growth at the core? If so, Splunk is looking for an experienced, outcomes-driven candidate with extraordinary skills across Customer Success Best Practices, Innovation, Strategy, Operationalization, Communication and Program Management to help build and scale our Customer Adoption and Retention Strategy, Operating Model, Processes and Cross-Functional interlocks.

The Director for Customer Success Best Practice and Operational Excellence will be accountable for the development and of Splunk’s CSM Practice and driving a measurable impact on key outcomes like high value adoption, customer outcomes, revenue retention, annual revenue, expansion, time to value etc. The role will see you working across our Global CSM, Renewals and other Go to Market and Product teams to define, build and scale highly effective customer facing engagement models, supported by the Splunk internal ecosystem of people, systems and process.

You will interface frequently and drive collaboration with adjacent, CS Platforms and Automation, Customer Experience, Professional Services, Support, Sales among others.

Responsibilities: I want to, and can do that…

  • Own the strategy and execution for how Splunk Customer Success Management drives Customer Outcomes through the Global CSM program, including all the best practices, assets, tools, procedures, enablement, change management and leadership required to be effective and continually evolve.

  • Engage with the global CSM leadership and delivery organization, Sales and the broader CS organization to develop a deep understanding of their requirements to help drive effective, scalable, repeatable customer outcomes. Work with Splunk’s Theatre Customer Success Management (CSM) leads to inform your perspective on the current state of the CSM function

  • Listen to our customers and synthesize how the Spunk CSM/R function best meets their needs to get to fast, continuously incremental value with Splunk.

  • Develop, and lead collaborative development of highly effective Playbooks, Success Plan Frameworks and related artifacts that support effective, consistent, measurable customer engagement and outcomes; and also specific to Splunk’s buying centers and products/use cases

  • Own and drive the programs that will create the required Standard Operating Procedures, Journey Maps and collateral that supports CSx go-to-market every day.

  • Develop a map of the CSM <> Customer key engagement points and translate \into a framework of CSM high value activities and motions

  • Assess the supporting content, process and tools for each of the CSM high value activities to understand where we must make continued enhancements

  • Manage and maintain a virtual library of all CSM best practices and associated content/processes

  • Be a thought leader. Incorporate Adoption and Retention leading practices and current and future market, product/technology and customer dynamics into our strategy and priorities. Use external and internal insights and data to inform the strategic roadmap.

  • Translate the future vision into the critical priority initiatives and OKRs (Objectives and Key Results) along with a path of execution

  • Leverage program management skills to own and drive the priority initiatives forward.

  • Collate the Best Practice Messaging, Collateral & Artifacts that support each playbook

  • Evolve our capabilities in the area of Value Realization, establishing and driving adoption globally

  • Define the data points and analytics that track the adoption of identified global best practices. Collaborate with the BI Team and Platform teams in the specification of useful metrics, dashboards and reports that support the understanding of business performance.

  • Support the ‘rhythm of the business’ with the creation of necessary collateral for internal business reviews and executive briefings.

  • Work closely with our CSM enablement function to ensure we are delivering the necessary enablement to our CSMs (both technical, functional and procedural in nature)

  • Strive for Operational Excellence; laying the foundations for scale and removing inefficiencies through an optimal balance of people, process and technologies

  • Be an excellent people manager, directing the day to day activities of the CSM Best Practice team, as well as hiring, supporting and growing key talent as a practice leader and HR manager.

    What you bring:

  • Subject Matter Expertise: from 5+ years operating as a Senior Leader of CSMs or Operating Support function in an Enterprise B2B context.

  • Strategic approach and ability to break it down into achievable and measurable roadmaps: You can visualize the desired end result and then work backwards to plan, strategize and execute.

  • A passion for delighting customers and growth. You’re a pro using data driven insights to guide actions and outcomes.

  • Interpersonal, networking and influencing skills: Ability to interact with internal and external stakeholders and customers at every level. Influence alignment and prioritization of initiatives critical to delivering the strategy. You embrace change and have a proven ability to motivate and influence across functions. Accurately summarize and present complex principles to an executive audience.

  • Problem-solving and analytical skills: interpreting and leveraging data insights for constantly enhancing customer experience. Committed to analyzing and anticipating situations, defining problems and objectives, recognizing alternatives and formulating solutions in a complex environment.

  • Data-driven mindset and an aptitude for technology

    Requirements:

  • 10+ years of progressive experience in a SaaS company in post-sales customer-facing or operations roles.

  • Experience implementing commercial analytics and driving operational excellence.

  • Deep understanding of SaaS and Enterprise Sales business model with understanding of customer

  • lifecycle measures and SaaS revenue streams.

  • Experience supporting a quota carrying sales/renewals team and driving sales productivity.

  • A strong passion for delivering value to customers.

  • Experience with Salesforce.com and Renewals Management/Recurring Revenue

  • Management software (i.e. Gainsight).

    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.

    (Colorado only) Minimum base salary of $135,000.00. You may also be eligible for incentive pay + equity + benefits.Note: Disclosure per sb19-085 (8-5-201 et seq).

About Splunk

Splunk was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most complex areas of big data—generated by every component of IT infrastructures, applications, mobile phone location data, website clickstreams, social data, sensors, RFID and much more.

Splunk is focused specifically on the challenges and opportunity of taking massive amounts of machine data, and providing powerful insights from that data. IT insights. Security insights. Business insights. It’s what we call Operational Intelligence.

Since shipping its software in 2006, Splunk now has over 13,000 customers in more than 110 countries around the world. These organizations are using Splunk to harness the power of their machine data to deepen business and customer understanding, mitigate cybersecurity risk, prevent fraud, improve service performance and reduce costs. Innovation is in our DNA – from technology to the way we do business. Splunk is the platform for Operational Intelligence!

Splunk has more than 2,700 global employees, with headquarters in San Francisco, an office in San Jose, CA and regional headquarters in London and Hong Kong.

We’ve built a phenomenal foundation for success with a proven leadership team, highly passionate employees and unique patented software. We invite you to help us continue our drive to define a new industry and become part of an innovative, and disruptive software company.

Benefits & Perks: Wow! This is really cool!

SF Only

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO, sick leave, stocked micro kitchens in Splunk offices, catered lunches on Mondays, catered breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer, “Fun Fridays”.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Non SF

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO and sick leave. Our work environments vary by location however we believe in hosting amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, catered lunches on Mondays and breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer and “Fun Fridays”.

This isn’t a job – it’s a life changer – are you ready?

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 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.

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.

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