Learning Success Specialist

7 days ago

Melbourne, Australia Splunk Full time

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most significantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey

**Responsibilities**
- Provide high-volume post-sales support to CSMs/CSAs and directly to customers.
- Work with CSMs/CSAs and/or directly with the customers to drive training utilization and renewals.
- Work with CSM/CSA and/or directly with customers to establish critical education goals in alignment with overall Splunk license adoption goals and other key performance indicators. Aid the customer in achieving their goals.
- Attend internal and customer meetings as needed regarding the attainment of education goals.
- Work with CSM/CSA and/or directly with the customer to develop recommended subscription and training credit consumption plans to achieve education goals.
- Support RSMs/CSMs to deliver education onboarding sessions to customers as needed:

- Ensure TCA set-up, overview on how to use the TCA and passkey (demo) and ensure CSM/CSA and the correct customer contact are assigned to the TCA.
- Review registration instructions for IOD Subscriptions
- Review process to schedule dedicated classes
- Assist with developing training plans
- Communicate subscription and training credit health status to account teams and customers.
- Manage the end-to-end process of scheduling of private onsite and dedicated virtual classes or hand off to other coordinators as needed.
- Manage Education cases: provide timely response to requests related to assigned customers and other cases as needed. Address escalations as needed.
- Facilitate purchase of the training credit extension SKU and exceptions to extensions.
- Develop the resources, processes and systems to support Splunk education and build the community of practice.
- Develop processes to incorporate student feedback into future iterations and new products.
- Uncover additional opportunities for both Splunk and Splunk Education.

**Qualifications and Skills**:

- Knowledge of Splunk Education operations, including enrollment processes, private class scheduling, and training credit finance rules is desired.
- Entrepreneurial: evidence that you have tackled big problems or seized opportunities, utilizing feedback mechanisms and testing and iterating in the process.
- Skilled communicator with experience providing guidance to customers and internal stakeholders.
- Experience building efficient processes, systems, and documentation.
- Knowledge of Salesforce case management is required.
- Knowledge of a learning system (LMS)is required.

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