Business Operations Analyst (Customer Success)

at  Splunk

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 a 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.

MUST-HAVE QUALIFICATIONS

• Bachelor’s degree or equivalent experience is required
• 8+ years experience within a Customer Success organization, ideally in some combination of customer-facing and operational roles
• Must be a collaborative self starter, with the ability to quickly assess the relative priority of potentially competing tasks and quickly refocus, as needed
• Effective and concise written and verbal communication skills are essential
• Must possess an understanding of sales and service go-to-market motions within a cloud company
• Ability to leverage, mine, merge, and modify spreadsheet data to derive business value and insights
• General understanding of a services P&L and how data elements can be adjusted to achieve a specific financial objective
• Proficiency and comfort working within common CRM and data reporting platforms
• Professionalism, positivity, and strong work ethic with a high level of integrity and collaboration

ROLE SUMMARY

The Customer Success (CS) Business Analyst will be responsible for tracking, analyzing and auditing critical operational metrics for one of the CS Theaters. This individual will partner with CS operations functions and CS leadership to drive near real-time availability of repeatable business metrics and insights through dashboards and/or reports that will identify trends within the account base. This pivotal role will ultimately enable data that drives timely, effective, and predictive management of day-to-day CS business processes and strategic improvement initiatives.

WHAT YOU’LL GET TO DO

• Routinely supervise, analyze and investigate any concerning metric trends within account base
• Drive recurring inspection of operating and business impact metrics with management to ensure constant business awareness
• Ensure management team is consistently setting, inputting, and updating MBOs for all employees
• Assist CS Theater Leader with creation of executive readouts for employees, business partners and/or senior leadership
• Represent the theater-based CS team as a subject matter expert on improvement requests pertaining to systems or processes
• Monitor and reconcile in theater usage and consumption of services related sales campaigns
• Coordinate routine collection of accurate cross-services bookings forecasts and insights for the CS Theater Leader
• Ensure up-to-date tracking of resource to account tracking in systems
• Assist other internal business partners with the collection of any proprietary account or theater related CS informational inquiries, as well as with Customer Meeting prep