Chief Observability Success Strategist

hace 4 días

Alajuela, Alajuela, Costa Rica Splunk A tiempo completo

Splunk is committed to building a safer and more resilient digital world. The company's unified security and observability platform helps the world's leading enterprises keep their digital systems secure and reliable. While customers appreciate Splunk's technology, it's the people that make the company stand out as an amazing career destination and why they've won numerous awards as a best place to work.

**Role:**
The Chief Observability Success Strategist represents the entire Customer Success organization in all aspects of New Product Introduction (NPI), from product concept definition through to End of Life. This includes preparing each of the CS functions with the technical knowledge to deploy, adopt, and support products and ensuring that Customer Success needs and requirements are crafted into the development process. The focus area will be Splunk's Observability products, including Infrastructure Monitoring, Application Performance Management, and IT Service Intelligence.

We are seeking a well-rounded individual with a demonstrated ability to deliver results and connect data to overall company strategy. Reporting to the Head of CS Product Management & Readiness, the Chief Observability Success Strategist 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 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 Technical Enablement teams to provide targeted and appropriate enablement.
- Provide input to Customer Success management regarding staffing requirements to support new products.
- Review and provide feedback to marketing and product requirement definitions to ensure 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 reaching End of Life/End of Support.
- Deliver recommendations following a logically reasoned, data-driven approach, supported by market research and competitive analysis.
- Provide ad-hoc analytical and project support.

**Requirements:**

A minimum of 4+ years of 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 with 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 like Smartsheet
- Bachelor's degree in a technical field or equivalent experience in a software customer success environment.

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.

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