Customer Experience Manager, Federal - Splunk (Remote

Splunk Customer Success Executive

In order to be eligible for this role – candidates must maintain an active U.S Security Clearance Top Secret or higher.

Are you an experienced Customer Success Manager in the Technology Sector? Are you seeking a career-expanding opportunity to apply your steadfast customer focus, solid sense of ownership and passion for customer outcomes? Are you confident in commanding collaboration at all levels internally and externally to drive continuous customer value? Do you have experience working in the public sector with large, complex Federal and DoD/Intelligence Community agency customers?

If so, then this opportunity is the one you have been waiting for. At Splunk, we are changing the way that data and information is used to drive business decisions as we bring data to everything.

A Splunk Customer Success Executive is a senior customer advocate, accountable for:

• Driving our most strategic and complex customer engagements to high-value outcomes for the customers
• Maintaining a deep understanding of our customers' value-drivers, priorities, decision-making ecosystem, influence and control points that steer the relationship towards successful outcomes
• Aligning our Splunk-internal ecosystem to objective outcomes; both by proactively anticipating customer needs as well as reactively rallying the required resources whenever any risk to a successful customer outcome is indicated
• Building deep customer relationships and champions across key customer personas including senior leadership and Splunk product owners
• Expertly guiding our customer ecosystem at every level along an engagement path that optimizes for outcomes and mitigates risk in the implementation and adoption path.

Responsibilities:

• Partner with the regional sales manager, technical account manager and client architect to develop strategic adoption strategies.
• Work with customer leaders to develop enterprise level customer success plans and Splunk roadmaps for successful adoption and value realization of all their products and services
• Articulate value-based differentiators of Splunk's solutions while making existing use-cases captivating and farming new use-cases to grow.
• Build and present quarterly customer business reviews to executives.

Requirements:

• In order to be eligible for this role – candidates must maintain an active U.S Security Clearance Top Secret or higher
• 5+ years related experience in software, subscription services and IT/Security organizations.
• Experienced, tenured, SaaS-focused CSM in Cybersecurity, IT Operations or Observability with a track record of delivering technology-based outcomes in Fortune 500 Customers.
• Consistent track record working at an Executive (C-Suite) Level in both the Customer and Vendor side, advocating for and securing engagement and dedication at that level.
• Ability to take a programmatic approach by establishing clear outcomes for customer journeys, establish clear milestone-based plans towards the objective.
• Strong collaboration and dynamic presentation skills.
• Self-motivated with a consistent track record in leading programs and knowledge of how technology drives customer's business.
• Able to eliminate adoption obstacles using creative and adaptive approaches.
• Comfortable working for a dynamic technical organization with large customers who will stretch our technology through scale and new use-cases.

In addition:

• Experience using Splunk or adjacent technologies in a large enterprise environment.
• Experience leading or developing teams.