Splunk Customer Support Knowledge Program Manager in McLean, Virginia

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 Support Knowledge Program Manager will play a key leadership role in transforming how, what and where Splunk Support is delivered to our customers. This Splunker will play a key role in expansion of knowledge management, will be focused on leading Tier 1 support, managing vendor relationships and strategic projects. In this role, you will advance the organization's goals to help transform the future of Support. Since Splunk is expanding rapidly, you will be an integral part of the leadership team and have the opportunity to have a high level of impact for years to come.

Responsibilities:

  • Advance current development of knowledge management governance.

  • Work with the larger Support organization to manage customer escalations as necessary.

  • Focus on strategic projects specific to support processes, tooling, self-service and overall customer experience.

  • Create processes that scale and meet the needs of the business and our customers.

  • Provide day-to-day management for 3rd party vendor relationship providing Tier 1 level support.

  • Lead direct reports and monitor individual contributor performance.

  • Partner with product management and development teams, working directly with engineering to resolve core product issues.

  • Collaborate with team to identify, monitor and report trends.

  • Create, implement and enhance internal reporting, and other processes to optimize team productivity.

  • Strategically review current tooling and processes for future solutions specific to customer experience, self-service, case deflection, tooling/automation, acquisitions, and more.

Requirements:

  • Position is based in San Francisco, San Jose, or Plano, TX

  • 3+ years of leadership within a Global Customer Support / Technical Support organization.

  • 7+ years of proven success working directly with customers within a technology company.

  • Experience with KCS practices and methodologies.

  • Strong collaborative and interpersonal skills, specifically a demonstrable ability to effectively guide and influence within a dynamic matrix environment.

  • Excellent presentation skills, strong leadership presence.

  • Communication as a core strength. Heavy focus on using data to articulate a story or an issue.

  • Customer acumen to champion the customer problem until resolution.

  • Excellent time management skills with and strong sense of urgency.

  • Highly motivated to learn new skills/technologies and remain up-to-date with the latest trends; real passion for solving technical problems.

  • Familiarity or experience working with and improving support ticketing systems and quality control methodologies & standards (ITIL, Six Sigma, ISO, TQM, PMP others).

  • Ability to resolve critical cases after hours as needed.

  • Good knowledge of Splunk general concepts desirable.

  • Willingness and ability to advocate for the Splunk culture.

Education:

  • Bachelor's degree in Business, IT, Engineering and/or other related field strongly preferred.

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

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 accessiblecareers@splunk.com. 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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