Technical Systems Consultant for Customer Success

hace 24 horas


San José, San José, Costa Rica Splunk A tiempo completo

Splunk aims to create a safer and more resilient digital world. Our unified security and observability platform empowers the world's leading enterprises to secure and maintain their digital systems.

At Splunk, we value our people as much as our technology. We've been recognized as a best place to work, thanks to our unique culture of belonging. As a customer success technical solution analyst, you'll be part of this vibrant community where your whole self is valued.

Role Summary:

The Technical Systems Consultant will guide the configuration, maintenance, and support of various business systems within Splunk's Customer Success organization, focusing on Professional Services first. This role ensures that these systems and processes operate optimally and efficiently, meeting the needs of the organization. The Technical Systems Consultant collaborates with business and IT teams to define and support system enhancements and improvements.

Key Responsibilities:

  • Proactively suggest enhancements or tools for business teams by monitoring product releases and evaluating market trends
  • Make recommendations on improvement requests and system bugs, formulating requests for IT on various Professional Services tools
  • Evaluate and provide guidance on bugs and enhancements raised as SNOW tickets, developing a plan of action for avoiding 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 meeting business objectives
  • Understand and provide guidance on how key business systems are 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

Requirements:

  • Bachelor's degree in Computer Science, Information Systems, Business, or a related field
  • 5+ years of experience in business systems administration, preferably in a corporate setting
  • Experience in employee onboarding of software systems, providing training and support as needed
  • Experience implementing or managing Certinia for a Professional Services team within a Technology company
  • Strong technical skills in configuring and maintaining various business systems, including Certina, Salesforce, Jira
  • Experience in system troubleshooting and issue resolution
  • Excellent communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders
  • Ability to work independently and proactively, with a strong sense of ownership and accountability
  • Highly adaptable to changing environments
  • Strong analytical and problem-solving skills, with phenomenal attention to detail
  • Excellent time management, organization, and prioritization skills

Benefits:

Splunk is committed to creating a culture of belonging, ensuring all employees feel supported to bring their authentic selves to work. We prioritize diversity, equity, inclusion, and belonging to foster an environment where everyone can thrive.

Salary:

In Costa Rica, the estimated annual base salary for this position is CRC 27,200,000 - 37,400,000 per year.



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