Customer Success Manager

1 week ago

Australia Splunk Inc. Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Splunk Inc. as a Splunk Customer Success Executive. This is an exciting opportunity to drive customer value and growth while working with a talented team of professionals.

Key Responsibilities
  • Lead Customer Engagements: Develop and execute strategic plans to achieve high-value outcomes with our customers.
  • Understand Customer Needs: Collaborate with customers to understand their priorities and decision-making processes, fostering successful relationships and growth.
  • Align Resources: Align Splunk's resources with customer goals, anticipating needs and addressing risks to ensure successful onboarding and implementation.
  • Build Relationships: Establish and maintain positive relationships with key customer collaborators, including senior leadership and product owners.
  • Guide Customers: Provide guidance to customers through standard methodologies, optimizing for success and minimizing risks during implementation and onboarding.
Responsibilities and Requirements
  • Partner with Sales Teams: Collaborate with sales reps, technical account managers, and client architects to craft onboarding plans for our biggest and most important customers.
  • Develop Customer Success Plans: Work with customer leaders to develop customer success plans and Splunk roadmaps for effective onboarding and value realization of all their products and services.
  • Communicate Value: Explain the benefits of Splunk's products and solutions to improve existing cases and develop new ones to grow Splunk's customer base.
  • Advocate for Customers: Act as a customer advocate, ensuring we provide the best experience across all products, services, and partners.
  • Present Quarterly Business Reviews: Prepare and present quarterly business reviews to executives.
  • Take Ownership of Customer Life Cycle: Take full responsibility for customer life cycle, from onboarding to growth and retention.
  • Be Self-Motivated: Be self-motivated, curious about technology, enjoy working with a phenomenal team, and have a positive presence.
Requirements
  • Experience in SaaS: Based in Sydney, Australia, with experience in SaaS-focused roles, delivering tech outcomes.
  • Executive-Level Experience: Experienced working at the Executive (C-Suite) level, both on the customer and vendor sides, to secure engagement and dedication.
  • Background in Cybersecurity or IT Operations: Background in Cybersecurity, IT Operations, or Observability, with the ability to connect Splunk's value to customer needs and explain benefits across Security, IT Ops, DevOps, and Observability to decision-makers.
  • Programmatic Approach: 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.
  • Collaboration and Presentation Skills: Collaboration and presentation skills, with the ability to inspire and guide customers to next steps and recognize opportunities to involve other roles for deeper business and technical conversations.
  • Growth Mindset: 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
  • Leadership Experience: Experience leading teams a plus.
  • Management Consulting Experience: Management consulting experience a plus.
  • Strong Interpersonal Skills: Strong interpersonal skills, both written and oral, and an effective communicator of ideas to all levels of the business.
  • Travel Requirements: Travel to visit customers in the region is required.
  • Education: Bachelor's degree or experience in a related field or substantial relevant on-the-job experience.

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