Customer Success Executive

3 weeks ago

Canberra, ACT, Australia Cisco Full time
Customer Success and Support
Hybrid Remote, Canberra, Australia

Are you an expert Customer Success Manager in the tech sector? Are you seeking a chance to grow your career using your customer focus and ownership mentality? Can you collaborate effectively at all levels to drive customer value? If so, this opportunity at Splunk is for you. We are revolutionising how data drives business decisions.

As a Splunk Customer Success Executive, you will:

Lead important and innovative customer engagements to achieve high-value outcomes.

Understand our customers' priorities and decision-making processes to foster successful relationships and growth.

Align Splunk's resources with customer goals, anticipating needs and addressing risks.

Build positive relationships with key customer collaborators, including senior leadership and product owners.

Guide customers through standard methodologies, optimizing for success and minimising risks during implementation and onboarding.

Responsibilities:

1. Partner with sales reps, technical account managers, and client architects to craft onboarding plans for our biggest and most important customers.
2. Collaborate with customer leaders to develop customer success plans and a Splunk road map for effective onboarding and value realization of all their products and services.
3. Explain the benefits of Splunk's products and solutions to improve existing cases and develop new ones to grow Splunk's customer base.
4. Act as a customer advocate, ensuring we provide the best experience across all products, services, and partners.
5. Prepare and present quarterly business reviews to executives.
6. Take full responsibility for the customer life cycle.
7. Be self-motivated, curious about technology, enjoy working with a phenomenal team, and have a positive presence.

Requirements:

We are looking for a Customer Success expert with the following attributes:

1. Based in Canberra, Australia.
2. Experienced SaaS-focused with expertise in delivering tech outcomes.
3. Experienced working at the Executive (C-Suite) level, both on the customer and vendor sides, to secure engagement and dedication.
4. Background in Cybersecurity, IT Operations, or Observability.
5. Not necessarily a technical seller, but able to connect Splunk's value to customer needs and explain benefits across Security, IT Ops, DevOps, and Observability to decision-makers.
6. Uses a programmatic approach to set clear outcomes for the customer, build milestone-based plans, and engage both Splunk and customer ecosystems with defined accountabilities and results.
7. Collaboration and presentation skills.
8. Self-motivated with experience in leading programs and understanding how technology drives customer business.
9. Organised and analytical, capable of overcoming onboarding obstacles with adaptive approaches.
10. Comfortable working in a dynamic tech organisation with large customers who push technology through scale or new, critical use-cases.
11. Inspiring leader, guiding customers to next steps and recognizing opportunities to involve other roles for deeper business and technical conversations.
12. Growth mindset, using deep account access to identify additional opportunities, new use-cases, and keeping the sales ecosystem engaged for future opportunities based on excellent execution and outcomes at each step.

Good to Have:

1. 12 years of validated experience in software, subscription services and IT/Security organizations, preferably with leadership experience.
2. Experience using Splunk or adjacent technologies in a large enterprise environment preferred.
3. Experience leading teams a plus.
4. Strong interpersonal skills, both written and oral, and an effective communicator of ideas to all levels of the business.
5. Travel to visit customers in the region is required.
6. Eager to learn, grow, and contribute to our expanding, dynamic team.
7. Bachelor's degree or experience in a related field or substantial relevant on-the-job experience.

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.

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