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Splunk Enterprise Customer Success Manager (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 Experienced Customer Success Manager in the Technology Sector? Are you seeking a career-expanding opportunity to apply your relentless customer focus, extreme ownership mindset and singular focus on customer outcomes? Are you fearless in commanding cooperation at all levels internally and externally to drive continuous customer value?

If so, then this opportunity is the one you have been waiting for. Here at Splunk, we are changing the way that data and information is used to drive business decisions as we bring data to everything.

A Splunk Enterprise CSM (E-CSM) is a Senior Customer Advocate, accountable for:

  • Driving our most strategic, complex leading edge customer engagements to high-value outcomes for the customer.

  • Developing and maintaining a deep understanding of our customers’ value-drivers, short, medium and long-term priorities, decision-making ecosystem, influence and control points that steer the relationship towards successful initial outcomes and growth.

  • Aligning our Splunk-internal ecosystem in pursuit of the objective outcomes; both by proactively anticipating customer needs as well as reactively rallying the required resources whenever any risk to a successful customer outcome is indicated.

  • Fearlessly and expertly guiding our customer ecosystem at every level - from technical champion to executive - along an engagement path that exemplifies best practice, optimizes for outcomes and eschews unnecessary risk in the implementation and adoption path.

    Responsibilities

  • Partner with the regional sales team to develop strategic adoption strategies for our largest and most strategic customers.

  • Ability to articulate value-based differentiators of Splunk’s products and solutions with a goal to make existing use cases sticky and farm new use cases to grow Splunk’s install base

  • Experience in large scale IT or security shops

  • Self-motivated with a consistent track record in managing programs and a firm knowledge of how technology drives our customer’s business

  • Strong ability to collaborate and dynamic presentation skills

  • Ability to create and present in quarterly business reviews to an executive audience

  • Ability to be organized and analytical, and will be able to eliminate adoption obstacles using creative and adaptive approaches.

  • Comfortable working for a dynamic technical organization with large customers who will stretch our technology through scale or new and unusual use-cases

  • Takes extreme ownership of their customer’s success

  • You should have a strong sense of self-motivation, an insatiable curiosity about what “is possible” with technology, the desire to work with an awesome team, and a positive/fun-loving attitude.

    Requirements

    The outcome expectations outlined above specify an Experienced Customer Success Leader, with some key attributes:

  • Experienced, tenured, SaaS-focused CSM with a track record of delivering technology-based outcomes in Fortune 500 Customers.

  • Proven track record working at an Executive (C-Suite) Level in both the Customer and Vendor side, advocating for and securing engagement and commitment at that level.

  • Not necessarily a Technical Seller, but adeptly able to connect the Splunk Value Proposition at a component level to customer pain/value, and be extremely comfortable explaining the value of general use cases across Security, IT Ops, DevOps and general Observability domains to customer counterparts with Economic decision maker Personas. While not a hands-on-keyboard role, the job will necessarily expose the E-CSM to technical personas and management where above-basic domain knowledge will be key to maintain credibility.

  • A programmatic mindset: able to establish clear outcomes for any customer journey (including risk avoidance and remediation), establish clear milestone-based plans towards the objective and engage the Splunk Internal and Customer ecosystem on the path, with accountabilities and deliverables clearly defined.

  • Thought Leadership: bringing their own experience to bear on guiding the customer’s path to next value, and recognizing the opportunities to bring other roles to bear to deepen the business and technical conversation and surface new potential.

  • A Growth Mindset, leveraging deep account access to surface additional opportunity, new use-cases and keeping the Sales Ecosystem engaged with the customer in pursuit of the next opportunity, founded on exemplary execution and outcomes at each step.

    In addition:

  • Minimum of seven (7) years related experience in IT/Security organizations preferably with leadership experience

  • Strong interpersonal skills, both written and oral, and an ability to communicate complex ideas to all levels of the business.

  • Strong technical fundamentals in a relevant part of IT or Security markets (examples include networking, systems administration, development, application management, operations, etc.)

  • Experience integrating with monitoring tools (AppDynamics, Datadog, Dynatrace, LogicMonitor, Nagios, New Relic, SolarWinds, Zabbix ...)

  • Should be available to travel to visit customers in the region

  • Desire to learn, grow and be a part of our expanding and dynamic Team

  • Bachelor’s degree in a related discipline or substantial relevant on the job experience

    Are you looking for an incredible place to work that celebrates innovation, leadership and creativity? Please contact us. Splunk offers competitive compensation and excellent benefits. When you join Splunk you'll be working with a team of smart people who are as passionate about our products as our customers' success.

    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 $119,230.77. 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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