Technical Account Manager

Customer Success and SupportHybrid Remote, Tokyo, Japan

Apply

Description

会社概要: 弊社はクラウド、SIEM、IT運用、DevOpsの主要分野においてグローバル19,000社以上、様々な業界で利用され、高い評価を受けるデータ収集・分析基盤ソリューションを提供しているSaaS IT ソフトウェア企業です。取得した特許数は850を超えており、あらゆる環境でデータを共有できるオープンで拡張性の高いプラットフォームを提供しています。既にグローバル19,000社以上のさまざまな業界で利用され、高い評価を受けているデータ収集・分析基盤ソリューションです。

グローバル戦略強化に伴い、2012年2月に日本支社を開設。東京の丸の内・大手町、大阪および名古屋にオフィスを構え、この10年で多くの日本企業も導入・ご利用いただいており上場企業を含む、有名企業との取引も多数ございます。

また2024年3月下旬にシスコグループの傘下に入りました。 シスコとスプランクの2 社で世界最大級のソフトウェア企業を形成し、マルチクラウドハイブリッド環境全体のデジタル体験を向上させる包括的なオブザーバビリティ ソリューションを提供していきます。
 
 
職務内容: Splunkのテクニカルアカウントマネージャーとして、あなたは重要なお客様に対して、Splunkプラットフォームの導入と最適化をサポートします。具体的には、お客様がSplunkを最大限に活用できるようにアドバイスを行い、使用ケースや期待される成果を理解し、Splunkの製品に関する深い知識を活かして技術指導を提供します。彼らのニーズを理解してプラットフォームの改善に繋げます。また、顧客との信頼関係を築き、彼らの戦略的目標を達成するために必要な技術的なサポートを提供します。
 
 
主な責任:
  • SplunkエンタープライズおよびSplunkクラウド環境における企業レベルのアーキテクチャ、構成、最適化、データガバナンスに関する高品質な指導とメンタリング
  • 定期的な会議やドキュメント作成を通じて、顧客との関係を強化し、成果を改善するための戦略的な活動の実行
  • スケーラビリティ、パフォーマンス、統合、使いにくさ、機能の未使用、データのクリーンアップなどの課題に対する解決策の設計と優先順位付け
  • 顧客のキャパシティやアップグレード計画、主要イベント、プロジェクトの準備を支援
  • 顧客のニーズに対する専任の窓口としての役割
  • 技術サポートチームとのやり取りを監視し、高優先度のサポートケースの解決を管理
  • 顧客成功マネージャーや営業チームとの情報共有と連携
 
 
応募資格:
  • ソフトウェアまたはクラウドインフラ業界でのテクニカルアカウントマネージャー、ITコンサルタント、ソリューションアーキテクトとしての5年以上の経験
  • エンタープライズ企業のお客様への技術的な顧客支援経験
  • テクニカルコンサルティングまたはビッグデータ分析の実績
  • スクリプト言語（bash）、アプリケーション開発（Java、Python、.NET）、データベースおよび分析ツールに関する深い理解
  • クラウド経験2年以上（クラウド基礎コンサルタント認定が望ましい）
  • 英語でのビジネスレベルのコミュニケーションスキル

  • 担当する既存の顧客に対して、信頼できるアドバイザーおよび製品スペシャリストとしての役割を果たす能力
  • 高度な解決が求められる戦略的アカウントをリードする能力
  • IT管理者から経営層のパートナーまで、技術的および非技術的な顧客と協力し、話を聞く意欲
  • 書面および口頭でのビジネスレベルの英語コミュニケーションスキルが必須
  • 他者の意見やアイデアを客観的に聞くためのアクティブリスニングスキル
  • 顧客との対面でのやり取りにおいて自信を持ち、高い顧客満足度を実現するための指導力
  • トラブルシューティング、問題解決、および解決に向けた高度な実務スキル
  • 顧客の要求に応じて競合する優先事項をバランスさせる能力を持つ強力な時間管理スキル

 

歓迎要件:
  • Splunkの実装または運用経験があると尚良し
  • 複雑なSplunkエンタープライズ環境の展開、管理、トラブルシューティングの能力
  • Splunkの展開方法論と実装に関する十分な理解

Equal Opportunity Employer: Splunkでは、すべての従業員が自身の最良で本物の自己を持ち込めるよう、ダイバーシティ、エクイティ、インクルージョンを重視しています。応募資格のある方は、差別なく考慮されます。
 
 
 
 
 
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 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:

Are you looking to make an impact? As a Splunk Technical Account Manager, the work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to our customers to make people happier with our software, and just as importantly, we bring customer’s needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to make their business resilient.
You will be a trusted expert advisor that our key customers rely on to help them achieve their strategic objectives and improve their investment in Splunk. You will cultivate customer intimacy, developing strategic relationships with key collaborators to understand customer use cases and desired outcomes while bringing your deep knowledge of Splunk’s products to provide technical guidance and best practices, ensuring customer health, adoption and success. Additionally, you will address the resolution of our customers’ most ambitious problems, including the ones they didn't even know existed. Splunkers are self-motivated, learn ground-breaking technologies, and thrive in constantly evolving environments. Excellent at understanding, adapting and guiding our customers on how to best use our Platform. Are you up for the challenge?

Responsibilities:

  • High-quality guidance and mentorship on Enterprise level architecture, configuration, optimization and data governance work in sophisticated Splunk Enterprise & Splunk Cloud environments

  • Strategic execution of adoption activities, including regular meeting cadence, documentation, and representation of improving valuable outcomes from your work with customers.

  • Design and priorities solutions to address issues related to scalability, performance, integration, technical debt, usability, underused functionality, capacity utilization, workload optimization, data hygiene, etc.

  • Build assessments beyond health monitoring focused on guided outcome advisory, such as cost reduction, risk mitigation, increasing customer team efficiencies, and improving performance.

  • Assist customers with capacity and upgrade planning, key events and major project readiness

  • Serve as a dedicated point of contact for customer needs, including adoption, enablement, optimization, customer success and technical escalations.

  • Monitor, lead, and report interactions with our technical support teams, resolution management of high-priority support cases, and a strong focus on future incident prevention.

  • Continual engagement and information sharing with Customer Success Manager, Regional Sales Manager, Sales Engineer, Customer Success Engineer, Professional Services and other engaged collaborators

  • Contribute towards the team’s phenomenal success through:

  • Scaling through improvements

  • Process build and improvement

  • Collateral build and improvement

  • Tool development and implementation

  • All-in on Adoption

  • Drive high CSAT score

  • Identify and collect customer success stories

  • Drive product upsell and expansion

  • Team growth

  • Mentor/mentee program

  • Formal and Ad Hoc internal training sessions

Requirements:

Technical Experience:

  • 5+ years’ experience in Technical Account Manager, IT Consultant, Solutions Architect in software or cloud infrastructure industry

  • Demonstrated ability in technical consulting or big-data analytics

  • Demonstrable understanding of common enterprise applications

  • In-depth understanding or recent experience with scripting languages (bash), application development (java, python. NET), databases and analytical tools

  • Relevant software industry-proven experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics

  • 2+ years’  Cloud experience:
    • Cloud Fundamentals Consultant Accreditation (preferred)
    • Proven experience with Cloud Migration projects
    • Cloud architecture experience
Soft Skills:
  • Ability to act as the trusted advisor and product specialist for assigned existing customers

  • Able to lead strategic accounts that demand a high level of resolution

  • Willingness to stop, collaborate and listen to technical and non-technical consumers from IT administrators to executive-level partners

  • Business level of English in written and oral communication skills are a must

  • Listen objectively to others' opinions and ideas using active listening skills

  • Strong customer-facing skills that  confidence and provide guidance towards resolution with high customer satisfaction

  • Highly developed operational skills for troubleshooting, problem-solving, and resolution

  • Strong time management skills with the ability to balance contending priorities with customer demands

Good to have

  • Having Splunk implementation or operational experience is a plus

  • Ability to deploy, manage, and troubleshoot sophisticated Splunk Enterprise environments

  • Thorough understanding of Splunk Deployment Methodology & Implementation

  • Expert-level knowledge of multi-tier Splunk architectures, clustering, and scalability topics

  • Strong SPL skills and experience are a must

  • Familiarity with all Splunk-related products

Splunk is an Equal Opportunity Employer: At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. 
Note: 
Base Pay Range 
Japan
Base Pay: 12,800,000.00 - 17,600,000.00 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 comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more!
Learn more about our next-level benefits at splunk.com/benefits.

Thank you for your interest in Splunk!

Apply Apply Later
← Back to Current Openings

Share

Similar Jobs

{{ job.title }}