Splunk Careers - Manager, Technical Success Engineering

Manager, Technical Success Engineering - Public Sector (REMOTE)

Customer Success and SupportRemote, Virginia Florida Georgia Maryland North Carolina Ohio Oklahoma Pennsylvania South Carolina Texas Virginia

Apply

Description

Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. 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. Come help organizations be their best, while you reach new heights with a team that has your back.

Role Summary

The Technical Success Engineering (TSE) Manager role at Splunk is an important role leading, developing, and redefining 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.

Meet the Customer Success and Experience Team

Do you put customers at the center of everything you do? Our Customer Success and Experience team empowers customers with the knowledge, expertise and resources to achieve their goals with Splunk to build long-term success and loyalty. Learn more about the team, meet our leaders, and hear from Splunk’s customer success leaders at splunk.com/careers/customer-success.

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 results to ensure compliance
Ensure Pooled TSEs critical metrics 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

Bachelor's degree or equivalent experience in Business, IT, Engineering and/or other related field strongly preferred
Experience optimally managing a team of 10+ direct reports.
5+ years of leadership within a Global Customer Success or Technical Support organizatio
10+ years of proven success working directly with customers within a technology company
Experience working in Enterprise/Application Support space is a huge plus
Excellent verbal and written communication skills with the ability to work effectively in a team environment
Ability to present ideas in a business manner while utilizing 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
Understanding of Splunk general concepts is desirable
Take pride in advocating for the Splunk culture

Nice-to-have Qualifications

We’ve taken special care to separate the must-have qualifications from the nice-to-haves. “Nice-to-have” means just that: Nice. To. Have. So, don’t worry if you can’t check off every box. We’re not hiring a list of bullet points–we’re interested in the whole you.

TS/SCI security clearance
Experience working within DoD and/or intelligence communities
Experience in leading team members through customer account escalations

Splunk is an Equal Opportunity Employer

Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $160,000.00 - 220,000.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $144,000.00 - 198,000.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $129,600.00 - 178,200.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our next-level benefits at https://splunkbenefits.com.

Thank you for your interest in Splunk!

Apply Apply Later

← Back to Current Openings