Technical Success Engineering Manager

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 outstanding career destination and why we’ve won so many awards as the 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.
Role Summary
The Technical Success Engineering (TSE) Manager role at Splunk is an important role leading, developing, and transforming a team of Technical Success Engineers (TSEs) who assess and recommend changes to improve platform health in addition to ensuring a positive support experience through a variety of defined interactions. You will lead a growing group of dynamic Technical Success Engineers (TSEs), developing processes and habits required to drive scale and efficiency across the team. Additionally, the TSE Leader will drive Customer Success by partnering with both internal and external teams to ensure the successful delivery of Splunk’s services and products and drive swift resolution of any issues. This role requires a dedicated problem solver that has a passion for producing positive customer outcomes and can lead by example.

What you’ll get to do

• Provide day-to-day management and mentorship to a distributed team of TSEs.
• Ensure your team understands the reasons for key activities and can articulate those to internal collaborators such as Sales
• Refine key success criteria and undertake periodic reviews of team deliverables to ensure compliance
• Ensure Pooled TSEs KPIs are met in terms of response and completion times.
• Build, implement, and refine processes that scale and meet the needs of the business and our customers.
• Be committed to and responsible for team related recruitment & hiring activities to ensure team growth
• Facilitate and coordinate the appropriate resources to ensure the success of CS initiatives.
• Serve as a top-line critical issue point for incidents or customer escalations raised by managed accounts.
• Ensure the TSE team has tools, training, skills and knowledge to be successful.
• Partner with the wider Customer Success organization to identify, monitor, and report on trends based on the current service catalog, proactively measuring success and consumption of the deliverables.

MUST-HAVE QUALIFICATIONS

• 5+ years of leadership within a Global Customer Success, Professional Services or Technical Support organization.
• 10+ years of shown success working directly with customers within a technology company.
• Experience working in the Enterprise/Application Support space is a huge plus.
• Excellent verbal and written communication skills with the ability to work optimally in a team environment.
• Ability to present ideas in a business manner while applying user-friendly language.
• Highly motivated to build relationships and influence Senior Leadership.
• Possess the initiative and courage to have difficult conversations with multiple levels in the organization.
• Experience partnering with Sales teams to promote Customer Success.
• Experience developing staff on both technical and business aspects
• Experience identifying and mitigating risk

NICE TO HAVE QUALIFICATIONS

• Bachelor’s degree or equivalent experience in Business, IT, Engineering and/or other related field strongly preferred
• Understanding of Splunk general concepts is desirable.
• Take pride in advocating for the Splunk culture.
  Note:

• Provide day-to-day management and mentorship to a distributed team of TSEs.
• Ensure your team understands the reasons for key activities and can articulate those to internal collaborators such as Sales
• Refine key success criteria and undertake periodic reviews of team deliverables to ensure compliance
• Ensure Pooled TSEs KPIs are met in terms of response and completion times.
• Build, implement, and refine processes that scale and meet the needs of the business and our customers.
• Be committed to and responsible for team related recruitment & hiring activities to ensure team growth
• Facilitate and coordinate the appropriate resources to ensure the success of CS initiatives.
• Serve as a top-line critical issue point for incidents or customer escalations raised by managed accounts.
• Ensure the TSE team has tools, training, skills and knowledge to be successful.
• Partner with the wider Customer Success organization to identify, monitor, and report on trends based on the current service catalog, proactively measuring success and consumption of the deliverables