Manager, Technical Success Engineering - Public Sector (REMOTE)

Description

Role Summary

Meet the Customer Success and Experience Team

What you'll get to do

• Provide day-to-day management and mentorship to a distributed team of TSEs.
• Ensure your team understands the reasons for key activities and can articulate those to internal collaborators such as Sales
• Refine key success criteria and undertake periodic reviews of team results to ensure compliance
• Ensure Pooled TSEs critical metrics are met in terms of response and completion times.
• Build, implement, and refine processes that scale and meet the needs of the business and our customers
• Be committed to and responsible for team related recruitment & hiring activities to ensure team growth
• Facilitate and coordinate the appropriate resources to ensure the success of CS initiatives.
• Serve as a top-line critical issue point for incidents or customer escalations raised by managed accounts
• Ensure the TSE team has tools, training, skills and knowledge to be successful
• Partner with the wider Customer Success organization to identify, monitor, and report on trends based on the current service catalog, proactively measuring success and consumption of the deliverables

Must-have Qualifications

• Bachelor's degree or equivalent experience in Business, IT, Engineering and/or other related field strongly preferred
• Experience optimally managing a team of 10+ direct reports.
• 5+ years of leadership within a Global Customer Success or Technical Support organizatio
• 10+ years of proven success working directly with customers within a technology company
• Experience working in Enterprise/Application Support space is a huge plus
• Excellent verbal and written communication skills with the ability to work effectively in a team environment
• Ability to present ideas in a business manner while utilizing user-friendly language
• Highly motivated to build relationships and influence Senior Leadership
• Possess the initiative and courage to have difficult conversations with multiple levels in the organization
• Experience partnering with Sales teams to promote Customer Success
• Experience developing staff on both technical and business aspects
• Experience identifying and mitigating risk
• Understanding of Splunk general concepts is desirable
• Take pride in advocating for the Splunk culture

Nice-to-have Qualifications

• TS/SCI security clearance
• Experience working within DoD and/or intelligence communities
• Experience in leading team members through customer account escalations

Splunk is an Equal Opportunity Employer

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $160,000.00 - 220,000.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $144,000.00 - 198,000.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $129,600.00 - 178,200.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our next-level benefits at https://splunkbenefits.com.

Thank you for your interest in Splunk!