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Splunk Head of Customer Success - Observability and IT Operations in San Francisco, California

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!

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:

Do you thrive on Customer Success? Do you possess the ability to develop and execute a strategy that will deliver positive customer outcomes in our IT Ops and Application Development buying centers? If so, and you are interested in building a team responsible for exceeding customer expectations in high growth markets, then this role may be for you.

Our Head of Customer Success for Observability and IT Operations works alongside customers, the wider Customer Success team (Sales Engineering, Professional Services, Customer Success Management, Support, Education, Renewals and Technical Enablement) and our Observability and IT Operations leaders and stakeholders. Working very closely with your segment teams, you will ensure CS strategies, offerings and services align with our customer needs and our product roadmap. You will be responsible for leading accountability and execution across the Customer Success organization and collaborating with our IT buying centers, aligning CS to provide a complete solution to our customers. You will ensure execution across Customer Success functions and the business to align with our Corporate Strategy, CS Strategy, and IT Operations and Observability Strategy. In this critical role, you will ensure the Customer Success organization is aligned and delivering on promises to customers, CS performance metrics, and overall success.

Responsibilities:

  • As an integral part of the Customer Success leadership team, you will be accountable for the overall Observability and IT Ops strategy and customer outcomes. Provide strategic vision and three year roadmap for the Customer Success functions.

  • Owns interlock, prioritization, strategy, performance and development of the Observability and IT Ops practices across Customer Success.

  • Partner with CS and Products and the buying center SME’s to identify and prioritize designing in features and analytics/telemetry for segmentation, visibility, and continuous improvement to accelerate time to value and customer ROI.

  • Develop, influence and partner to execute the Observability and IT Ops Customer Success offering roadmap. Includes market analysis, structured voice of customer research, pricing, go to market, requirements definition and delivery readiness.

  • Ensure the right CS vertical engagement model to all functions supporting Observability and IT Ops. Work closely with Partners to craft their own complimentary offerings.

  • Define processes and procedures for developing economies of scale across the business.

  • Build our global business and delivery capacity around the systematic implementation of Splunk’s IT Ops and Observability Portfolios.

  • Lead the effort to build high impact communications and collateral to ensure scalable success.

  • Work directly with customers in the IT delivery area across post-sales functions.

  • Ensure Observability and IT Ops expertise and capability across CS (readiness), providing recommendations to leadership on resourcing, direction, and technical development to move customer success forward.

  • Shape customer expectations and thoroughly align outcomes with customer requirements while focusing on business value.

  • Lead a matrixed team across Pre-Sales and Post-Sales Customer Success functions to achieve the aforementioned goals.

  • Define the path to success and influence others, in Customer Success, the buying centers, and the Sales team to achieve and exceed their performance goals.

  • Ensure the right CS metrics are available and create an operating rhythm and mechanisms to influence and drive continuous improvement.

  • Collaborate with the entire Splunk Corporate team to realize success relative to Customer Success.

Requirements:

  • 12-15+ years of Pre and/or Post Sales experience selling and/or delivering IT solutions to customers globally.

  • Extensive Services leadership experience, with 5+ years in a senior level role in a matrixed environment.

  • Firm understanding of Customer Success business priorities and practices in Sales Engineering, Professional Services, CSM - Customer Success Management, Education/Enablement and Technical Support

  • Experience with Customer Success solution development in Observability and IT Ops

  • Comfortable leading change, developing processes, implementing procedures and working across the Customer Success and other Splunk functions to achieve desired outcomes.

  • Although this role is strategic in nature, need to have the ability to roll up your sleeves to get things done.

  • Experience leading technical experts and IT Practice Leaders.

  • Ability to work across the Customer Success organization in a positive and effective manner to drive execution.

  • Deep understanding of Observability and IT Ops software solutions

  • Proven experience developing and enabling Ops Plans and achieving outcomes (right people, right goal, right numbers).

  • Willing to work as part of a diverse team, taking mentorship from multiple partners to achieve desired outcomes.

  • Able to travel 50% globally (more during peak times)

  • Education:

  • BA/BS preferred in Computer Science, Computer Engineering, Business or equivalent work experience preferred. MS a strong plus.

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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