Sr. Customer Success Observability Product

hace 7 meses

Orotina, Costa Rica Splunk A tiempo completo

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**:
In this role; you will represent the entire Customer Success (CS) organization in all aspects of New Product Introduction (NPI), from product concept definition through to End of Life. You will prepare each of the CS functions with the technical knowledge to deploy, adopt and support the products and ensure that Customer Success needs and requirements are crafted into the development process. Your focus area will be Splunk’s Observability products, including Infrastructure Monitoring, Application Performance Management and IT Service Intelligence..

We are looking for a well-rounded individual with a demonstrated ability to deliver results and with a knack of connecting data to overall company strategy. Reporting to the Head of CS Product Management & Readiness you will work with the CS functions to determine systemic issues that cause extra effort for customers, or for Splunk, to deploy, adopt, operate and support our products..

**Responsibilities**:

- Represent Customer Success in multiple new product launch core teams focused around the Splunk’s Observability portfolio.
- Ensure Customer Success readiness for all new products and features by working with our Technical Enablement teams to provide targeted and appropriate enablement.
- Provide input to the Customer Success management regarding staffing requirements to support new products.
- Review and provide appropriate feedback to marketing and product requirement definitions to ensure that the Customer Success requirements are included.
- Develop relationships and processes to support 3rd party products, or products requiring a 3rd party partner involvement.
- Conduct trend analysis to determine systemic or common issues affecting the ability of customers to efficiently deploy, adopt and operate Splunk products, and find opportunities to improve.
- Lead internal and external facing outreach programs where customer actions are needed to remediate issues.
- Represent Customer Success in various product launch programs such as Beta trial programs.
- Engage with the CS functional teams to develop plans to manage products that reach End of Life/End of Support.
- Deliver recommendations that follow a logically reasoned, data-driven approach, supported by appropriate market research and competitive analysis.
- Provide ad-hoc analytical and project support.

**Requirements**:

- 4+ years experience or equivalent; working in a similar field, preferably in a SaaS technology company/environment.
- Understanding of SaaS/subscription, software or tech B2B business models.
- Self-starter who enjoys working in a fast-paced, collaborative, and innovative high-growth environment with a tenacious approach to problem solving.
- Excellent attention to detail, ability to manage high volumes of data and maintain focus on detailed tasks.
- High ability to learn quickly, assimilate to new terms and projects, provide critical thinking, with appropriate attention to detail
- Ability to prioritize and manage deadlines
- Strong project management skills
- Personal curiosity about technology and all things Big Data
- Ideally, previous experience of Splunk’s Observability solutions or similar competitive technologies
- Extensive experience with Microsoft Office and/or Google equivalents, ideally with experience of a project tracking tool such as Smartsheet
- Bachelor's degree in a technical field or equivalent experience in a software customer success environment.

**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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