Customer Success and Support

- Remote

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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

In the role of Global Strategy & Execution Architect at Splunk, you will be the linchpin in supporting the Technical Strategy & Innovation (TS&I) team, driving the execution of strategies that align with our evolving technical vision across the organization. This role offers an outstanding opportunity to operate within the 'office of' TS&I, providing mentorship, managing internal operations, and facilitating decision-making processes. Your efforts will be key to identifying and driving technical initiatives for delivery teams, contributing significantly to the company's growth and customer satisfaction. This role requires a blend of planning and operational excellence, ensuring that technical strategies are not only defined but also translated into actionable business plan objectives.

What you’ll get to do

Drive long-range technical strategies, which includes the orchestration of content creation and building capacity at scale, translating leadership vision into actionable and impactful initiatives.
Identify, define, and lead technical initiatives through cross-team collaboration from within Customer Success and with Technical Account Management, Professional Services, Technical Enablement, Education, and Support.
Support the practices team and the broader Customer Success organization by maintaining an extensive knowledge base identifying process gaps to evaluate the effectiveness of service offerings and enablement programs.
Own, manage, and maintain a services offerings matrix, mapping tasks to sales plays, and aligning on enablement and delivery strategy
Establish a proactive process through to resolution, enabling Technical Account Managers and Technical Success Engineers to address and resolve issues efficiently.
Proactively engage with customers and internal teams to ensure seamless experiences, identify and bridge gaps between customer expectations and current offerings, and design processes and programs that improve customer happiness, dedication, and successful outcomes.

Must-have Qualifications

Minimum of 5 years’ in a technology-focused organization with shown strength in technically delivering and supporting Splunk technology or similar software products in customer environments
Validated experience in delivering presentations to executives and customers, coupled with:
Demonstrated expertise in crafting and leading Success and Maturity Frameworks, coupled with the ability to establish proactive critical issue processes for efficient resolution of technical issues
Expertise in driving the definition and execution of technical initiatives, and fostering project management across diverse teams.
A background in content creation and capacity building, particularly in a technical or customer success context.
Ability to provide tailored support experiences through effective documentation and support processes.
Demonstrated success in developing and implementing critical initiatives that have significantly improved customer engagement and technical service delivery.
Hands-on experience with competitive products and services in the market, providing a broader perspective on customer needs and expectations

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.

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Splunk's Hiring Practices

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