Senior Customer Success Team Leader
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!
Role:
The Customer Success Leader is responsible for building and setting the strategic direction for the EMEA CMCL CSM and Scaled CSM organisation. In this leadership position, you will lead the charge in helping our customers adopt and expand their use of the Splunk platform, technologies and services across Splunk’s commercial ecosystem. You will have functional responsibility over the EMEA CMCL CSM and Scaled CSM organization and drive standards for hiring, training, and execution in the field. Additionally, you will:
- Drive customer success strategies and work collaboratively to help selected strategic customers roadmap a solution to achieve their business objectives.
- Monitor performance targets and metrics for your CSM organization.
- Provide communication to customers regarding Splunk's new product capabilities and use cases, as well as help them meet desired outcomes.
- Meet with Senior Leaders of Splunk's most strategic accounts and help guide their commercial vision utilizing Splunk’s platform and technology.
- Function as a liaison between customer and various teams at Splunk (Account team, Education & Training, Professional Services, Products, etc.)
- Lead the creation of onboarding, enablement and skill set development for the CSM function.
You will be asked to achieve the following goals:
- Commercial execution in dormant & active accounts
- Leadership and creation of standards across the your CSM team
- Customer adoption and expansion of Splunk technology
- Expand the market coverage of the CSM function
- Proactively managing renewable revenue risk across the EMEA region account portfolio.
Responsibilities:
- You will lead and grow a team of customer success focused CSMs that share in Spunk's vision for the future in that area.
- You will oversee theEMEA CMCL CSM and Scaled CSM organization by developing the commercial strategy for the team and communicating with internal stakeholders.
Other responsibilities will include:
- Plan and execute the CSM market coverage and account assignment in a constantly evolving environment
- Drive customer success strategies and work collaboratively to help them achieve their business objectives.
- Set performance targets and metrics for your team.
- Meet with Senior Leaders of Splunk's most strategic accounts and help guide their commercial vision utilizing Splunk’s platform and technology.
- Function as a liaison between customer and various teams at Splunk (Sales team, Education & Training, Support Service, Professional Services, Products, Renewals etc.)
- Lead the creation of onboarding, enablement and skill set development
- Provide a clear direction of ARR book of business ensuring growth and adoption in your team and mitigate any churn well in advance
- Attract, retain & develop top talent within the CSM function
Requirements:
- 10+ years of technical experience in customer-centric roles.
- 5+ years of experience running technical customer-facing teams.
- You have a Post-Sales commercial mentality.
- Demonstrable ability to lead expansion and adoption into large accounts.
- Business consulting experience with demonstrated success in the following:
- Poised in objection handling
- Ability to craft and articulate a roadmap for customer to achieve success
- Skilled in developing and maintaining executive relationships and associated influencing strategies
- Project management including managing disparate, multi-functional, cross-enterprise project teams
- Ability to have value-based conversations with business executives
- Experience managing products, product offerings and customer experience
- Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams.
- Background in software and SaaS solutions is a plus.
- Strong Pre Sales experience plus post-sales experience is strongly desired.
- Minimum bachelor’s degree required – master’s degree a plus.
- Having a foundation certification or working knowledge of ITIL, BRMI or Prince2 is helpful.
We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
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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.
Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.
Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to [email protected]. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.
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