Customer Success Manager
Please see the English details below.
現在、日本でのカスタマーサクセスマネージャーを募集しています。
カスタマーサクセスマネージャは、Splunk製品を最大限活用してもらいお客様のビジネスの成功に貢献することをミッションとしています。
マシンデータを誰もがアクセスでき、使用可能で、価値のあるものにするという破壊的な新しいビジョンを追求する私たちと一緒に働きませんか？私たちは、自社製品に情熱を持ち、お客様に最高の体験を提供しようとする人々で溢れている会社です。
■主な職責
・担当する顧客と信頼関係を築き、製品の利用促進、顧客満足度の向上を行う。
・クラウド認定資格を取得し、製品の利用促進とユースケースの導入を支援する。
・カスタマーサクセスプランを作成し、顧客の目標達成を支援するためのアクションを設定し、目標の実現と更なる活用を促進する。
・お客様から信頼される戦略的なアドバイザーとして、当社の製品およびサービスの価値を継続的に高める。
・顧客と協力し、運用面におけるベストプラクティスを展開する。
・クラウドプラットフォームと将来の製品に関する最新の機能的・技術的知識を維持し、新製品や新機能の可用性と適用性に関して洞察を提供することにより、顧客に付加価値を提供する。
・プロフェッショナルサービスおよび教育サービスのサポートや新規サービス、トレーニングの提案を行う。
・技術的な問い合わせ、問題、エスカレーションの窓口となり、アカウントチームと連携してお客様の満足度を高める。
【必須（MUST）】
・ポストセールスまたはプロフェッショナルサービス部門において、顧客との直接的な関わりを持った豊富な経験を有すること。
・顧客の満足度向上、導入、維持のための豊富な経験。
・製品の特性を理解し活用の価値訴求ができること
・顧客と一緒に製品のユースケース、活用方法を検討した経験がある
・クラウド、ITOps、セキュリティ、DevOpsのいずれかの分野での深い知識と実務経験。
・チームプレイヤーでありながら、セルフスターターであること。
・優れた言語能力、文章能力、社交性、プレゼンテーション能力、対人関係能力。
・マルチタスクな環境で活躍し、優先順位をその都度調整できる能力。
・技術力と問題解決力に優れ、問題を迅速に解決できる方。
・顧客とのワークショップを実施し、様々な技術の導入の是非やビジネス価値について議論した経験があること。
・SaaSや企業において、ITOps、DevOps、セキュリティにまたがるクラウド/セキュリティのユースケースやワークショップを推進した経験があること。
・グロースマインドセット
・ネイティブレベルの日本語を話し、読み書きレベルの英語力を有する方。
Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers.
At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!
Responsibilities: I want to and can do that!
- Orchestrate overall relationship with assigned clients, which will include: Growing adoption, ensuring retention, and happiness.
- Become a Splunk Cloud Certified Admin to assist in driving your customers use cases and adoption.
- Build Customer Success Plans and establish critical goals to aid the customer in achieving their objectives and drive new usage of Splunk and upsell opportunities.
- Cement yourself as a trusted/strategic advisor and advocate with customers and drive continued value of our products and services.
- Work with customers to provide expert deployment, operational standard methodologies and establish a Splunk Center of Excellence.
- Maintain current functional and technical knowledge of the Splunk platform and future products, add value for customers by providing insight with respect to the availability and applicability of new products and features.
- Support Professional Services and Education Services with scoping, and selling follow-on, new service, and training opportunities.
- Act as the Splunk liaison for Splunk technical inquiries, issues or escalations and work with the Account team to drive customer happiness.
Requirements: I’ve already done that or have that!
- Extensive experience in a related function with direct customer advocacy and engagement in post-sales or professional services functions
- A rich history of growing customer happiness, adoption, and retention.
- Confirmed ability to drive continuous product value.
- Experience developing product use-cases with customers.
- Deep knowledge and work experience in the one of the following areas: Cloud, ITOps, Security, DevOps
- You will be a strong teammate, but still a self-starter.
- Exceptional verbal, written, social, presentation, and interpersonal skills.
- The ability to thrive in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical.
- Good technical and problem solving skills coupled with the ability to provide quick resolution to problems.
- Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value.
- Past experience in SaaS and enterprise customers driving Splunk use cases and workshops across ITOps, DevOps & Security
- A Growth Mindset
- Native Japanese speaker with Moderate English skills. You will be part of an international team, and communication across borders is critical
This is a test line.
About Splunk
Splunk was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most complex areas of big data—generated by every component of IT infrastructures, applications, mobile phone location data, website clickstreams, social data, sensors, RFID and much more.
Splunk is focused specifically on the challenges and opportunity of taking massive amounts of machine data, and providing powerful insights from that data. IT insights. Security insights. Business insights. It’s what we call Operational Intelligence.
Since shipping its software in 2006, Splunk now has over 13,000 customers in more than 110 countries around the world. These organizations are using Splunk to harness the power of their machine data to deepen business and customer understanding, mitigate cybersecurity risk, prevent fraud, improve service performance and reduce costs. Innovation is in our DNA – from technology to the way we do business. Splunk is the platform for Operational Intelligence!
Splunk has more than 2,700 global employees, with headquarters in San Francisco, an office in San Jose, CA and regional headquarters in London and Hong Kong.
We’ve built a phenomenal foundation for success with a proven leadership team, highly passionate employees and unique patented software. We invite you to help us continue our drive to define a new industry and become part of an innovative, and disruptive software company.
Benefits & Perks: Wow! This is really cool!
SF Only
Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO, sick leave, stocked micro kitchens in Splunk offices, catered lunches on Mondays, catered breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer, “Fun Fridays”.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Non SF
Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO and sick leave. Our work environments vary by location however we believe in hosting amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, catered lunches on Mondays and breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer and “Fun Fridays”.
This isn’t a job – it’s a life changer – are you ready?
Individuals seeking employment at Splunk are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.
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