Senior Global Customer Success & Experience Program Mgr

Remote: 
Full Remote
Contract: 
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Offer summary

Qualifications:

Bachelor's or Master's degree preferred., 8+ years of experience in Customer Success/Services in Enterprise Software or Cloud-based Services., Strong analytical, problem-solving, and data presentation skills., Familiarity with Salesforce and data analysis tools like Tableau, Excel, and Google Sheets..

Key responsabilities:

  • Develop and implement operational processes for Technical Success Engineers to meet performance goals.
  • Optimize existing business processes to align with customer success strategies.
  • Design enablement programs to enhance customer satisfaction and team performance.
  • Collaborate with cross-functional teams to drive strategic improvement initiatives and communicate progress to stakeholders.

Splunk logo
Splunk Information Technology & Services Large http://www.splunk.com
5001 - 10000 Employees
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Job description

Description

Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. 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. Come help organizations be their best, while you reach new heights with a team that has your back.
Role Summary
The Global Customer Success & Experience Program Manager will be responsible for driving an operational cadence in supporting our Technical Success Engineers (Success Eng) with business processes, enablement, and strategic initiatives.
This role will need to understand business capabilities, performance metrics, and operational data to show progress and provide strategic recommendations. You’ll collaborate with team members across the globe to drive standard methodologies in support of Success Eng business processes and strategic improvement initiatives.
What you'll get to do
  • Operational Support: Develop and implement an operational cadence for Technical Success Engineers, ensuring efficient execution of business processes and enabling teams to meet performance goals. Manage technical health and support experience motion from a CS perspective, ensuring product health and technical governance.
  • Business Process Optimization: Work with collaborators to understand, evaluate, and optimize existing processes, ensuring they are consistent and aligned with customer success strategies and objectives.
  • Process Documentation & Knowledge Sharing: Maintain comprehensive documentation of processes, tools, and resources for the Success Eng team, ensuring knowledge is easily accessible and up to date. Develop and promote standard methodologies to optimize the efficiency and effectiveness of Technical Success Engineers globally. Assist in managing changes to customer success processes, ensuring smooth transitions and adoption of new tools or methodologies. Foster alignment between various Customer Success roles to ensure a unified approach to customer engagement and value delivery.
  • Enablement Programs: Design and implement enablement programs to support Success Eng in driving customer satisfaction, optimizing health outcomes, and goal achievement.This includes developing quarterly training plans to address skill gaps, introducing new tools and processes, and improving performance. Additionally, it encompasses managing the Success Eng onboarding process, ensuring alignment with the latest role and organizational updates, and continuously gathering feedback to enhance the experience.
  • Cross-Functional Collaboration: Partner with various teams globally to align on business goals and share standard methodologies to improve customer success outcomes.
  • Strategic Improvement Initiatives: Lead and contribute to continuous improvement projects focused on enhancing customer experience and business performance.
  • Stakeholder Communication: Regularly update key partners on program progress, challenges, and successes, ensuring alignment on objectives and results.
  • Systems/Tools: Represent and prioritize the needs for tools and systems to support the team’s effectiveness.
  • Analysis & Reporting: Identify and monitor key performance metrics for Success Eng role and provide actionable recommendations for improvement. Partners with CS Leadership to develop strategies that increase performance. Oversee the process and methodology for assigning accounts to ensure adequate headcount coverage.
Must-have Qualifications
  • Bachelors or Master’s degree preferred
  • 8 or more years of demonstrated ability in Customer Success/Services in an Enterprise Software and/or Cloud-based Services company
  • Demonstrable experience leading delivery projects with cross-functional teams using traditional and agile project delivery methodologies.
  • Strong analytical and problem-solving skills
  • Experience with data presentation
  • Professionalism, positivity, and strong work ethic with a high level of integrity and collaboration
  • Must be a collaborative self-starter, with the ability to quickly assess the relative priority of potentially competing tasks and quickly refocus, as needed
  • Demonstrated ability to achieve program success through influence and partnership.
  • Willing to work as part of a diverse, matrixed team, providing and taking guidance to/from partners to achieve organizational outcomes
  • Critical and creative thinking skills, and strong organizational and time management skills
  • Familiarity with Salesforce and data analysis tools (Tableau, Excel, Google Sheets)
Splunk is an Equal Opportunity Employer
Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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!

Required profile

Experience

Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Problem Solving
  • Analytical Skills
  • Google Sheets
  • Microsoft Excel
  • Positivity
  • Professionalism
  • Collaboration
  • Time Management
  • Strong Work Ethic
  • Critical Thinking
  • Creativity

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