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, which include, 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 engage 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.

Customer Success Area Tam, you will:

• 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.