Job Information
Splunk Global Customer Success & Experience Program Manager in Florida
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 Mgr will be responsible for driving an operational cadence in supporting our Customer Success Executives with business processes, enablement, and strategic initiatives.
This role will need to understand business processes, performance metrics, and supporting data to show progress and recommendations. You’ll collaborate with team members across the globe to drive best practices in support of CSE business processes and strategic improvement initiatives.
What you'll get to do
Operational Support : Develop and implement an operational cadence for Customer Success Executives, ensuring efficient execution of business processes and enabling teams to meet performance goals. Manage Referral and Risk Motion from a CS perspective, ensuring inspection and adoption.
Business Process Optimization : Work with team members 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 CSE team, ensuring knowledge is easily accessible and up to date. Develop and promote standard methodologies to optimize the efficiency and effectiveness of Customer Success Executives 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 CSEs in driving customer satisfaction, retention, 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 CSE 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 (Sales, Product, Marketing, etc.) globally to align on business goals and share standard processes 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 team members 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 CSE 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
5 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 collaborators 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
At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.
Note:
Base Pay Range
SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $132,000.00 - 181,500.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $118,800.00 - 163,350.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $105,600.00 - 145,200.00 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 .