Customer Success and Support

Singapore

- Hybrid Remote

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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!

Our Splunk Family is a results focused and collaborative bunch spanning functions across sales, customer success, support, marketing and G&A functions. We love to work as a team, celebrate success and learn from our losses. We have a great team culture with weekly team lunches, organisation celebrations, volunteer activities and a culture based on respect, transparency and always doing the right thing!

Are you looking to make an impact?

The work you do will directly influence the experience and the careers of your team. As the Senior Manager, for Subscription Services APAC, you will be accountable for running the end to end business, creating meaningful relationships with your team focusing on development and resourcing. You will work with the wider Splunk organisation to advocate the value of our offerings, build pipeline, work with the sales team to close business and to own the delivery quality and consumption of these services through the full customer journey.

Responsibilities:

What will you be doing?

Responsible for leading our APAC Professional Services Subscription business that consists of OnDemand and Assigned Expert services. This includes managing bookings and renewal targets, driving important operational business metrics, team development and full customer management from kickoffs to engagement closure.
Manage team operational cadence – time and expense, OnDemand cases, Assigned Expert renewal motions, ensure project status is completed by team, compliance & ethics, etc.
Partner with Splunk Sales and Customer Success organisations to help drive customer adoption and expansion of Splunk and address license renewal risk that may arise
Work closely with the Professional Services Operations and Practices teams on improvement initiatives that drive efficient processes, better services for our customers, a happier workforce, etc.
Approve time, expenses, PTO, and complete other management approvals and administrative requirements on time.
Build workforce plans to ensure the right mix of staff and skills to meet the business needs.
Recruit, hire, on-board, and retain people to drive exceptional team performance
Contribute to ensuring people are being effectively utilized, balancing utilization with professional development, PTO, best practice contributions, etc.
Reward and recognise employees that deliver exceptional customer value and set examples of leadership.
Review the performance of team members on a regular basis, and provide written performance plans.
Ensure the team is set up for success. Remove roadblocks and issues that negatively impact their performance.
Define and coordinate adequate coaching and mentoring of the team, either directly or through others.
Encourage and support professional development and career growth of the team.
Motivate your team by building a culture that rewards delivering customer value and developing a world class consulting organisation.
The position reports directly to the VP PS Global Subscription Services and you will be expected to be an active member of the APAC PS leadership team.
You will be expected to proactively contribute to the ongoing transformation of our PS and Customer Success business

Qualifications:

That sounds great - what experience do you need?

Solid experience (10 years+) in a leading a team of technical Consultants in a Services organisation, ideally in a software company or industry leading services organisation
Extra consideration with experience running a subscription model and business
Experience directly or indirectly leading a team of staff, including direct experience with:
Recruiting, ideally as a hiring manager,
Delivering performance reviews
Building development plans
Compensation planning
Talent reviews and succession planning
Formal and informal recognition programs
Dealing with complex HR issues
Experience building business cases and hiring justifications
Experience with necessary forecasting for the role, revenue, utilization, signings, etc
Experience with formal coaching and mentoring programs
Experience working with and across multiple business units to accomplish objectives, including IT, HR, Finance, etc.
Experience developing and leveraging third-party subcontractors
Experience with regional labor laws
Experience building business cases and hiring justifications
Experience with necessary forecasting for the role, revenue, utilization, signings, etc
Has worked with formal coaching and mentoring programs
BS/BA degree or equivalent related experience desired. 10+ years prior experience in a consulting and services environment, with 8-10 years of leadership experience.
This position requires the successful candidate to demonstrate strong leadership and management skills, dependability in difficult circumstances and excellent verbal and written communication skills.

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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