Splunk Escalation Manager

hace 5 días


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

A little about us. Splunk is the key to enterprise resilience for the 11,000+ organizations that use our Unified Security and Observability Platform. We regularly appear on a lot of "Best Places to Work" lists and we think it's because we encourage our Splunkers to bring their whole, authentic selves. 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. Because when you feel free to be you, it makes it a lot easier for us to be us.

**Role: Escalation Manager:**

The Escalation Manager plays a critical role in the Global Incident and Escalation Management Team at Splunk. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction. The Escalation Manager will be responsible for managing and driving to resolution high profile customer critical issues, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction.

**Responsibilities:**

Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and internal key stakeholders. Report and escalate efforts to resolve complex customer experience problems. Supports the response and coordination between both the customer and internally to key stakeholders and senior leadership. Sets customer expectations and provides updates regarding troubleshooting and resolution action plans for internal and customer-facing communications.

**Required Qualifications:**

Customer success mindset and proven track record. Intermediate understanding of Splunk and infrastructure technology environment and the interaction between different systems and services. Orienting to outcome-based mindset and expression. Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk. Strong customer service with the ability to make good judgments and quick decisions.

**Nice to have:**

Experience and understanding of a wide array of specific tools and software (SaaS Platforms, SalesForce, Jira, Confluence, and Google suite experience are a plus). Knowledge of software development lifecycle. Fundamental understanding/overview.



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