Customer Experience Customer Success Technical Leader (DoD/Intel)

Customer Success Area Tam

As a Customer Success Area Tam, you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible for our customers and share the best-of-the-best with the team. You will be a Splunk expert and adept at understanding, adapting, and guiding our account teams and customers on how to best use our Platform.

Responsibilities:

• Highly skilled and aligned to Splunk's core licensed product, such as Enterprise and Cloud.
• Aligned to a specific area to strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, Solution Architect motions.
• Develop strong partnership with Sales/Customer Success roles to assist Area aligned customers with Value Realization activities, including but not limited to: onboarding & enablement – deliver workshops, prescriptive guidance/assistance, achieve onboarding milestones; proactively engaging Area aligned Technical Success Engineers to review and assess their account's health situation, with an emphasis on accounts that have telemetry risk signals and/or 6 months from renewal date; proactively engaging Area aligned Solution Engineers/Solution Architects to review and assess accounts with Data Management/Optimization opportunity; proactively engaging Customer Success Executives on adoption/use case-related work opportunity; scoping the level of effort and developing a technical action plan to address the technical situation based on your assessment; proactively engaging Area aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes; strategic case-based delivery, up to 90 days of assistance, which is typically requested by internal Area aligned account teams or management. This typically involves providing customers with high-quality technical advice on Enterprise level architecture, implementation, configuration and optimization work in complex environments for Splunk Enterprise/Cloud.
• Be passionate about customers and deliver impactful solutions. Address organizations' complex technical challenges, proactively identifying and resolving issues before they impact the customer. Be a self-motivated Splunk expert eager to learn and adapt in a dynamic environment. Guide account team members and customers on optimal use of the Splunk Platform. Provide recommendations for a customer's overall technical health. Deliver strategic, case-based technical consulting (up to 90 days). Collaborate with internal resources and customer-facing teams to manage customer needs. Conduct research from various resources with the ability to consistently find answers to questions and solve complex technical problems. Execute consultative conversations with decision makers to diagnose and establish the potential value of solving business issues, change or expand existing solution requirements based on your discovery/assessment, and provide broader based recommendations to help customers accelerate their product initiatives, optimize cost, and maximize performance. Gain agreement with account team members and customer decision-makers on the tangible value of proposed solutions. Deliver customer onboarding enablement-based workshops and achieve success milestones. Contribute to practice KPIs through process and collateral improvements, tool development, and implementation.

Minimum Qualifications:

• Several years of experience administering and using Splunk Core (Enterprise/Cloud).
• Strong Splunk architecture, data onboarding, and Splunk Core product feature experience.
• Strong SPL (Search Processing Language) skills are essential.
• Solid experience in technical consulting or big-data analytics.
• TS/SCI Clearance

Preferred Qualifications:

• Strong understanding of common enterprise applications.
• Statistical and analytical modeling skills are a plus.
• Proficiency with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools.
• Hands-on experience with Splunk product implementation of focus and Splunk Cloud.
• Experience with cloud migration projects.
• Mastering Splunk Data Management Techniques training and experience with implementing Splunk Data Management solutions, such as Edge Processor, Ingest Processor, DDAA, Federated Search.
• Splunk Consultant and Splunk Cloud Administration Certified.

Soft Skills:

• Trusted technical advisor with the ability to manage assigned tickets and Area aligned priorities. Engages in "out of the box" thinking to resolve problems.
• Relationship Management - Establish technical credibility with a wide range of internal and customer contacts with the ability to "read" the internal/customer contact and adapt behavior / approach.
• Conflict Resolution - Ability to engage in escalation management.
• Influencing/Negotiating - Ability to influence peers, Splunk leadership and customers. Ability to manage highly complex/distributed IT environments and/or accounts that demand a high level of negotiation and conflict resolution abilities.
• Problem/Need Identification - Demonstrates a deep comprehension of Area management, account team and/or customer's business strategy, business objectives & challenges, success criteria/how customer measures success, and training needs. Analyzes trends to predict changes that may impact customer's long-term business goals.
• Mentor/Team Player - Possesses ability to take on mentorship roles as identified by management team. Identifies, defines, and leads Priorities to Improve to help team reach its goals.
• Communication: Excellent written and oral communication skills. Active listening and objective consideration of others' opinions.
• Strong customer-facing skills to instill confidence and guide towards resolution. Ability to balance multiple account teams, customers and competing priorities effectively.