Description
Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". 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.
Role:
Splunk is seeking a CSX Services Product Manager to join our hard-working, fun and innovative Customer Success & Experience (CSX) organization and build the next generation portfolio of services offerings (across Professional Services, Customer Success, Renewals, Education and Technical Support) for our customers!
A critical aspect of this role is the ability to closely partner with CSX leaders to determine how to package, sell, and deliver these critical services in a way that is easy-to-buy and easy-to consume and that supports renewal and expansion. Additionally, you will collaborate cross-functionally with Sales, Product Management, Marketing, Field Enablement, Legal and IT to achieve these outcomes. If you are looking for a high impact role in a high growth environment, operating at the intersection of strategy, products, services, customer experience, and execution … come join our team!
Responsibilities:
- Deliver a customer-informed, compelling (simple, prescriptive, and outcome-based) Customer Success portfolio that drives value across the Splunk customer journey
- Evolve the CS portfolio while meeting operational & financial goals
- Leverage Services research on customer/market trends and available customer C360 insights to identify our customer’s services requirements
- Arrange cross-functional engagement to translate the portfolio strategy into defined services offerings that deliver new value in new ways for customers
- Communicate Customer Success services portfolio roadmap & performance, detailing services offerings and attach model driving specific customer outcomes
- Establish the go-to-market strategy for each services offering, including positioning, pricing and packaging, and required external & internal enablement materials
- Collaborate with CS Marketing & Field Enablement to build internal & external enablement, collateral, success stories & value propositions for each offering
- Ensure Customer Success operation and delivery teams are capable of filling orders (e.g., capacity, geo) and have requisite capabilities/skills defined in the offerings
- Create and implement a scalable New Services Introduction (NSI) process inclusive of program definition, operational requirements, tools, policies & procedures
- Drive successful individual new services offering launches
- Guide services strategies and solution development for New Product Introductions
- Serve as a thought partner for Product Management/Product Marketing to influence the product roadmap and use the services portfolio to drive customer outcomes
Requirements:
- 10+ years of professional experience in Customer Success management roles within the software / SaaS industry
- Leadership in services offering change transformation; courage to challenge status quo
- Outstanding track record of driving & shaping change while delivering results
- Proven success leading cross-functional, large-scale strategic programs or global initiatives, in a highly matrixed environment; willingness to dig into tactical details
- Marketing experience in defining and implementing effective services strategies; demonstrated ability to guide & direct services marketing programs / campaigns
- Experience leading and participating in design thinking, customer experience and voice of the customer programs; aptitude for translating findings to impactful insights
- Firm understanding of technical solution deployments and customer adoption expectations across all Customer Success fields
- Solid technical proficiency with ability to rapidly ramp on Buying Center use cases, customer value, and technical requirements
- Independent self-starter who can work efficiently with general direction and keep large cross-functional team(s) motivated and focused
- Intellectually curious and creative with a customer-centric orientation
- Goal-oriented & team-centric focus
- Exceptional ability to successfully analyze, structure, and resolve ambiguous situations that are broadly defined, sophisticated, & often unprecedented
- Executive level written and verbal communication abilities
- Excel at decision making, consensus building and conflict management
- Superior interpersonal skills and effective executive level relationship-building talents
- Extensive experience working iteratively in a fast-paced environment
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.
Thank you for your interest in Splunk!
