Customer Success Technical Solution Engineer
hace 2 meses
The Customer Success Technical Solution Analyst will be responsible for guiding the configuration, maintenance, and support of various business systems used within Splunk's Customer Success organization, focusing on Professional Services. This role ensures that these systems and processes are functioning optimally and efficiently, meeting the organization's needs.
- Collaborate with business and IT teams to define and support the implementation of system enhancements and improvements.
- Proactively suggest enhancements or tools for the business teams, monitoring product releases for new features and evaluating market trends.
- Evaluate and provide guidance on bugs and enhancements raised as SNOW tickets, developing a plan of action to avoid common issues.
- Meet with Professional Services leadership and teams to discuss projects and roadmap, gathering pain points and suggestions.
- Partner with IT on business initiatives to ensure the achievement of business objectives.
- Understand and provide guidance on key business systems used at Splunk, including Certinia, Salesforce Sales, Service, and Experience Clouds, Jira, and other tools.
- Understand key business processes within Customer Success, such as Customer Success Management, Technical Support, and Professional Services.
- Create and maintain documentation on Customer Success tool configurations, automations, and processes to facilitate change management and training for internal teams.
- Reporting and analysis.
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Customer Success Technical Solution Analyst
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