Senior Global Customer Success Business Manager

Customer Success and SupportRemote, Texas Arizona Colorado Florida Georgia Illinois Michigan Minnesota North Carolina Nevada Ohio Oregon

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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 Summary

The Customer Success (CS) Business Mgr will be responsible for driving an operating cadence for CS to review key business insights, themes and trends. This role will need to understand business processes, performance metrics, and supporting data to show progress and recommended business decisions.

What you'll get to do

  • Build and drive recurring operating cadence within each geographic business theater, with Global rollups that include but are not limited to:
  • Services bookings forecast & attach
  • Services renewals rates and pipeline
  • Travel & expense insights with rollup of expenses
  • Account assignment process & headcount needs
  • Team performance, impact metrics, & MBO progression
  • Partner with CS leadership on tactics and strategies to increase or improve team performance
  • Identify the need for new KPIs
  • Support content build out for CS Global and Theater QBR decks
  • Assist with coordination of tools and system enhancements across theaters, as appropriate
  • Partner with CS Business Analysts to support routine operating rhythm reviews and compliance
  • Provide coaching and mentoring to CS Business Analysts to help them increase their impact/skills

Must-have Qualifications

  • Bachelors or Master’s degree preferred
  • 8 or more years of demonstrated ability in Customer Success/Services in an Enterprise Software and/or Cloud-based Services company
  • Strong analytical and problem-solving skills to interpret data and identify patterns or trends
  • Experience with data presentation
  • Professionalism, positivity, and strong work ethic with a high level of integrity and collaboration
  • Must be a collaborative self starter, with the ability to quickly assess the relative priority of potentially competing tasks and quickly refocus, as needed
  • Critical and creative thinking skills, and strong organizational and time management skills
  • Experience with Tableau and/or Salesforce
  • Business Tool Familiarity: MS Office Suite, Google Suites
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

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!

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