Splunk Customer Success Manager in Any City, Switzerland
The Purpose Of The Customer Success Manager “CSM” Role
This high profile role reports into the EMEA CSM management team and is based day to day in the Munich area with the regional sales office being in Munich and focuses on the following for accounts in Germany, Switzerland & Austria:
A CSM is the ITIL equivalent of a BRM “Business Relationship Manager”
In ITIL terms the CSM’s purpose is to establish a relationship between the service provider and customer around understanding and meeting business requirements.
CSM’s are responsible for ensuring that customers are satisfied with the service they receive.
CSM’s are engaged in a collaborative act of value co-creation with the business client. In an ideal world, maximum Business Partner satisfaction is always achieved, whenever Splunk delivers maximum business value and every request the business makes always guarantees to produce the absolute best return on investment in Splunk.
The CSM will play an active peer role of a trusted advisor or strategic partner, avoiding the trap of turning into an obedient, but ultimately powerless order taker.
The CSM is the client’s primary point of escalation and communication for the life time of the relationship.
A CSM’s primary concern is customer satisfaction, building and maintaining relationships and driving discussions within the business around the topic of “how are we (Splunk) doing in supporting you (the Client) in delivering your business outcomes and remaining competitive?”
Serving as a trusted advisor, ensuring successful deployment and adoption of Splunk platform.
Ensuring the optimal deployment of the customer license
Expanding and growing the relationship and usage within the engagement over time
Working with customers to set Joint Goals, document Value Realization & Success Stories
CSM Accountabilitieso Provide advice and guidance as a Splunk subject matter expert to ensure successful ongoing usage and adoption of Splunk platform. o Identify in collaboration with the Splunk Account team, the key success criteria for Splunk deployment. o Function as a frontline technical resource based on Splunk “best practice” and informal customer questions. o Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues. o Engaging with Product management as the customer advocate on product roadmap discussions. o Engaging with Account Team (Account Manager, SE, CA, PS and EDU) to identify opportunities for Splunk new usage across organizational functions. o Maintain current functional and technical knowledge of Splunk platform and future products. o Help to document best practices in developing and using Splunk Documentation run book.
CSM Capabilities & Knowledgeo *Essential* o Language Skills: + Native Swiss German + Business level written and spoken English o Willingness to travel based on customer and business need for extended periods o 5+ years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and or start-up companies. o Remote working experience o Successfully managed customer engagements to completion and customer satisfaction. o Excellent analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems. o Exceptional verbal and written organizational, presentation, and communication skills. o Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment. o *Minimum requirements:* o Customer facing experience in both business and technical roles o Working knowledge of technology & products such as Cloud, Exchange, VM Ware, Log Files, Hadoop, FIX and Mobile & Web applications o Team Player o Highly Organized o Self-Starter who is willing and able to learn on the job o Motivated o Able to think outside the box o Able to work with clients of various industries o Bachelor’s degree or equivalent experience. o Excellent knowledge of Excel, PowerPoint, Word and Outlook o Previous experience in a start-up SME technology company o Understanding of Enterprise Architecture, API’s and Networks o *Nice To Have:* o ITIL Foundation Course Certification o BRMI certification o Prince II Foundation o Working knowledge of IT Operations o Splunk User Certifications o SAAS knowledge o Experience working in a matrix management environment o Business level written and spoken French
Splunk Qualities Core Valueso *Passion*: People + Product + Passion = Splunk o *Innovate*: We are a game changing technology creatively solving customer problems o *Disruptive*: We strive to lead, not follow, while continuing to disrupt the market o *Fun*: We are committed to this environment of having fun and working hard at the same time o *Open*: We are open and honest in our interactions
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!
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.
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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