Technical Account Manager

3 months ago

Melbourne, Australia Splunk Full time

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 the 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**:
Are you looking to make an impact? As a Splunk Technical Account Manager, the work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to our customers to make people happier with our software, and just as importantly, we bring customer’s needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to make their business resilient.

You will be a trusted expert advisor that our key customers rely on to help them achieve their strategic objectives and improve their investment in Splunk. You will cultivate customer intimacy, developing strategic relationships with key collaborators to understand customer use cases and desired outcomes while bringing your deep knowledge of Splunk’s products to provide technical guidance and best practices, ensuring customer health, adoption and success. Additionally, you will address the resolution of our customers’ most ambitious problems, including the ones they didn't even know existed. Splunkers are self-motivated, learn ground-breaking technologies, and thrive in constantly evolving environments. Excellent at understanding, adapting and guiding our customers on how to best use our Platform. Are you up for the challenge?

**Responsibilities**:

- High-quality guidance and mentorship on Enterprise level architecture, configuration, optimization and data governance work in sophisticated Splunk Enterprise & Splunk Cloud environments
- Strategic execution of adoption activities, including regular meeting cadence, documentation, and representation of improving valuable outcomes from your work with customers.
- Design and prioritise solutions to address issues related to scalability, performance, integration, technical debt, usability, underused functionality, capacity utilization, workload optimization, data hygiene, etc.
- Build assessments beyond health monitoring focused on guided outcome advisory, such as cost reduction, risk mitigation, increasing customer team efficiencies, and improving performance.
- Assist customers with capacity and upgrade planning, key events and major project readiness
- Serve as a dedicated point of contact for customer needs, including adoption, enablement, optimization, customer success and technical escalations.
- Monitor, lead, and report interactions with our technical support teams, resolution management of high-priority support cases, and a strong focus on future incident prevention.
- Continual engagement and information sharing with Customer Success Manager, Regional Sales Manager, Sales Engineer, Customer Success Engineer, Professional Services and other engaged collaborators
- Contribute towards the team’s phenomenal success through:

- Scaling through improvements
- Process build and improvement
- Collateral build and improvement
- Tool development and implementation
- All-in on Adoption
- Drive high CSAT score
- Identify and collect customer success stories
- Drive product upsell and expansion
- Team growth
- Mentor/mentee program
- Formal and Ad Hoc internal training sessions

**Requirements**:
**Soft Skills**:

- Ability to act as the trusted advisor and product specialist for assigned customers
- Able to lead strategic accounts that demand a high level of resolution
- Willingness to stop, collaborate and listen to technical and non-technical consumers from IT administrators to executive-level partners
- Superior written and oral communication skills are a must
- Listen objectively to others' opinions and ideas using active listening skills
- Strong customer-facing skills that instil confidence and provide guidance towards resolution with high customer satisfaction
- Highly developed operational skills for troubleshooting, problem-solving, and resolution
- Strong time management skills with the ability to balance contending priorities with customer demands

**Technical Requirements**:

- Demonstrated ability in technical consulting or big-data analytics

**Splunk Platform Experience**:

- 5+ years’ experience administering and using Splunk
- 3+ years of Splunk implementation and build experience
- 2+ years’ Splunk Cloud experience:

- Cloud Fundamentals Consultant Accreditation (p

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