Customer Success and Support

- Remote

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

Role Summary

Are you looking to make an impact? The work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to the world to make people happier with our software, and just as importantly, we bring the world's needs and wants back to Splunk to make our software better.

As a Technical Account Manager (TAM) at Splunk, you will play a crucial role in guiding our customers through the complexities of data management and analytics. You will maintain the health of the platforms you supervise and providing architectural advice to optimize and scale our customers' deployments. Your expertise will help customers unlock the full potential of Splunk by leading them through a value realization framework which provides tailored technical roadmaps resulting in value-based outcomes. Additionally, you will offer strategic advisory services to ensure customers achieve their business objectives through effective use of their Splunk environment. Are you up for the challenge?

What you'll get to do

Regularly evaluate the performance and efficiency of customer platforms, recommending and implementing enhancements to ensure optimal operation.
Work closely with customers to design and refine their Splunk architecture, ensuring it aligns with their business needs and scalability requirements.
Engage with customers to understand their business goals and operational challenges, applying the value realization and success frameworks to identify and articulate how Splunk can drive value in customer specific contexts.
Lead thorough assessments to plot a clear path to value realization, helping clients measure and achieve significant returns from their Splunk investment.
Provide ongoing consultation and strategic advice to help clients with their tailored value realization path, ensuring continued success and satisfaction with their Splunk solutions.
Design and deliver training sessions tailored to customer needs, ensuring they have the knowledge and skills required to effectively use their Splunk platform.
Act as the first point of contact for any technical issues, coordinating across teams to expedite problem-solving and minimize downtime.
Regularly analyze customer feedback, working with product and engineering teams to translate customer insights into actionable improvements for the Splunk platform.
Encourage and support innovation by finding opportunities for new features and functionalities within the customer's environment, aligning with Splunk’s strategic technology roadmap to drive forward-thinking solutions.
Lead the resolution of Priority 1 (P1) support issues, collaborating closely with technical support teams to ensure rapid resolution and minimize impact on customer operations.

Must-have Qualifications

Establish yourself as a trusted advisor, providing profound expertise and insights on Splunk products to key clients.
Demonstrate competence in handling high-stake accounts, using sophisticated skills in negotiation, partnership, and conflict resolution.
Engage effectively with a wide range of team members, from IT administrators to C-level executives, facilitating discussions that lead to actionable outcomes.
Display exceptional written and verbal communication skills, ensuring clarity and precision in all interactions.
Commit to understanding others by employing active listening, valuing diverse opinions and ideas to enhance decision-making.
Showcase strong customer-facing competencies, inspiring confidence and fostering relationships that drive satisfaction and mentorship.
Possess a refined ability to take on sophisticated issues, focusing on strategic resolution and operational effectiveness.
Effectively balance customer needs with organizational demands, ensuring optimal alignment and resource allocation.
Lead customers through sophisticated changes and provide adept guidance, ensuring smooth transitions and successful implementations.
Excellent oral and written communication, with a focus on interacting effectively with technical and business collaborators.
Proven experience as a Technical Account Manager or similar role in a technology-focused environment.
Solid understanding of data platforms and large-scale data analytics solutions.
Demonstrated ability to lead and enhance customer relationships, with a keen focus on achieving measurable business outcomes.
Excellent communication and interpersonal skills, capable of working effectively with diverse collaborator groups, including IT and executive teams.
Adept at problem-solving, critical thinking, and providing proactive solutions.
Experience with Splunk or similar data analysis and visualization tools.
Background in systems architecture or engineering, particularly in sophisticated IT environments.
Familiarity with performance metrics and process improvement methodologies.
Significant experience in technical consulting and big-data analytics
Demonstrable understanding of common enterprise applications
Solid understanding of scripting languages (bash), application development (java, python, .NET), databases and analytical tools
Significant software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytic
Several years administering, architecting, troubleshooting, engineering and using Splunk
5+ years Splunk implementation experience
Splunk Cloud, Architecture, and Cloud Migration experience
Splunk Cloud and Consultant Certified
Strong SPL skills and Dashboard Creation experience a must
Up to 20% travel may be required for customer facing activities

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $181,200.00 - 249,150.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $163,080.00 - 224,235.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $144,960.00 - 199,320.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

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Splunk's Hiring Practices

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^{We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.}

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