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.

The NPS Product Manager will drive all aspects of the NPS Product at Splunk. This person will be responsible for leading the NPS Program by relaunching Splunk’s internal NPS Product with the goal of aligning across Splunk to implement an NPS annual survey. Working with internal customers and teams, This person will craft, develop, and facilitate execution of the NPS survey. The NPS Product Manager will help Splunk better understand our customer problems and provide reporting to the business with the goal of delivering improved customer experience with product, people and services.

In this role, you will work within the overarching Voice of the Customer program to supply customer experience findings as a result of the NPS survey. You will cultivate relationships with internal team members to identify NPS requirements and to partner in survey execution and analysis findings. With these findings, you will build reporting materials and provide communications to report key NPS themes and findings.

You’ll work closely with Splunk's Data team to understand technical aspects of NPS execution and ensure requirements are met to optimize and drive better customer participation. You’ll also collaborate with other groups including Customer Marketing, GTMO, Product, Sales and CS platforms to both review survey goals, but also report out on findings.

What you'll get to do

Conduct SWOT analysis of existing NPS
Define NPS success measures (quantity/quality)
Document requirements for NPS infrastructure
Analysis of contacts to identify contact cohort
Craft the email and survey experience to ensure high engagement/performance
Plan survey questions and format
Socialize questions and format across teams
Outline reporting expectations (analytical lens/ reporting methodology)
Provide survey format and questions to NPS survey execution team
Manage survey execution/ survey distribution to customers
Manage survey reminders to customers to complete surveys
Run collection of NPS survey feedback
Develop a closed loop process with NPS customer feedback, to ensure each response is addressed individually
Synthesize data/responses on NPS surveys
Analyze survey results by working with Data Analyst to contextualize against additional data sources
Identify y/y trends
Disseminate survey results and reporting across Splunk
Provide NPS dashboards and reports
Facilitate discussion and drive to actions on themes

Must-have Qualifications

BS/BA degree with 5 years related experience, or 6 years industry experience
Self motivated and proactive leadership ability to self-direct and work independently
Strong customer empathy with passion and drive to assist
Minimum of 3 years in SaaS company orchestrating and delivering Customer Experience programs
Minimum of 5 years of Product Management, Customer Success Management or equivalent experience
Tested interpersonal skills working on cross-functional teams with diverse collaborators
Experience managing competing priorities to improve impact
A focus on results; driving toward meeting and exceeding goals
Data investigation and analysis skills
A proven ability to start with a high-level vision and take it through entire lifecycle including launch and adoption
A level of comfort in both technical & business conversations
A combination of long-range thinking and pragmatic delivery to yield the best short term and long term results
A startup mentality and become comfortable with constantly evolving environments 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.

Note:

Base Pay Range

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

Base Pay Range: $132,000.00 - 181,500.00 per year

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

Base Pay Range: $118,800.00 - 163,350.00 per year

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

Base Pay Range: $105,600.00 - 145,200.00 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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