OnDemand Sr. Consultant

Customer Success and SupportRemote, North Carolina

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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:

As an OnDemand Consultant you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible for our customers and share the best-of-the-best with the team. You'll address organizations’ most challenging problems, including the ones they didn't know existed. Splunkers are self-motivated and have a steadfast thirst to learn exciting technologies and thrive in a constantly evolving environment. You will be a Splunk expert and adept at understanding, adapting, and guiding our customers on how to best use our Platform. Are you up for the challenge?

Responsibilities:

Strategic Case-based delivery for OnDemand which includes providing customers high-quality technical advice on Enterprise level architecture, implementation, configuration and optimization work in complex environments for area of field including:
  • Splunk Core/Cloud
  • Enterprise Security/UBA
  • SOAR/Phantom
  • ITOps, DevOps
Daily focus on assigned OnDemand requests that are submitted to ensure satisfactory completion. Key elements include:
  • Customer alignment on requirements with each request
  • Deliver outstanding outcomes, based on customer requirements
  • Documentation of activities and outcomes for each request
  • Outstanding customer satisfaction survey scoring
Partner with appropriate internal resources and customer facing teams, to actively manage customers and their respective needs and drive continued use of the OnDemand service. Key activities include:
  • Satisfactory completion of existing cases
  • Recommendation for continuation cases to continue deeper level work on related topics
  • Advise on new/next cases required to drive continued optimization and adoption
Outstanding execution of practice key performance indicators and contributions such as:
  • Process creation and process improvements
  • Collateral creation or improvements
  • Tools development and implementation
  • All-in on Adoption
  • Drive high CSAT score
  • Identify and capture customer success stories
  • Drive product upsell and expansion
  • Team growth
  • Mentor / mentee program

Requirements:

Technical Skills
  • Solid experience in technical consulting or big-data analytics
  • Demonstrable understanding of common enterprise applications
  • Statistical and analytical modeling is a plus
  • Working knowledge or recent experience with scripting languages (bash), application development (java, python, .NET), databases and analytical tools

Splunk Core focus:

  • Several years of administering and using Splunk
  • Splunk implementation experience
  • Splunk Cloud experience
  • Cloud Fundamentals Consultant Accreditation
  • Splunk architecture experience
  • Experience with Cloud Migration Projects
  • Strong SPL skills and experience a must

Soft Skills:

  • Ability to act as the trusted technical advisor to customers for assigned tickets within the bounds of the OnDemand Service
  • Outstanding written and oral communication skills a must
  • Listen objectively to others' opinions and ideas applying active listening skills
  • Strong customer facing soft skills – must instill confidence and provide guidance towards resolution with high customer satisfaction
  • Highly developed skills for problem solving, and problem resolution
  • Ability to balance multiple customers and competing priorities

Location and Travel

  • This is a remote position
  • Travel will be limited to internal Splunk business
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: $159,200.00 - 218,900.00 per year

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

Base Pay Range: $143,280.00 - 197,010.00 per year

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

Base Pay Range: $127,360.00 - 175,120.00 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!

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