Senior Escalation Manager
Description
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 a 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 Sr Escalation Manager is a member of the Incident Management Team at Splunk, which leads and manages escalations resulting from product, services, account management, customer experience, adoption and renewal related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction. The Sr Escalation Manager will be responsible for managing and driving to resolution high profile customer escalations, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction. This is a senior role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents.
What you'll get to do:
- Able to effectively run multiple escalations or engagements at a single time, providing meaningful updates to internal and external stakeholders
- Able to perform deep troubleshooting and problem isolation for major escalations
- Comfortable with high-complexity customer engagements and working independently to solve most problems.
- Can influence from the individual contributor level through the middle management level
- Proactive and able to work with minimal direction
- Ability to keep track of multiple projects at once, prioritize tasks, and manage time effectively
- Considers the holistic view of the customer environments and can identify challenges and create a strategy to attain successful resolution
- Creates strong cross-functional relationships and can handle difficult discussions in a constructive and positive manner
- Has a holistic view of the overall product and the various SplunkCloud systems
- Leads escalations and can confidently summarize results for different targeted audiences (technical, customer-facing, leadership)
- Provides mentorship, technical guidance, and input into best practices documents
- Able to remain calm and positive under pressure and demonstrates the ability to provide clear actionable feedback to peers, junior escalation managers, and senior management
- Timely document status and relevant information within the escalation record and other tracking tools such as Jira, Confluence, SFDC, etc. Is accountable for individual performance regarding goals, KPIs, OLA/SLA.
Must-have Qualifications:
- 6+ years account management, consultation, project management, escalation management and/or technical support experience
- Ability to demonstrate effective communication, prioritization, and decision-making while under pressure or in stressful situations
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk
- Strong customer service with a proven track record that illustrates the ability to make good judgments and quick decisions
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to build relationships and influence Senior Leadership
- Ability to have difficult conversations with multiple levels within the organization
- Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams
- Proven knowledge of ITIL frameworks (Incident, Escalation, Problem primarily) or working knowledge of software development lifecycle, SAAS
- Negotiation, mediation and conflict management skills
- Rotating on-call weekend work as the business requires as well as holiday coverage
- Strong data analytics and report management skills
- Ability to manage multiple customer escalations at varying levels, including case documentation
- Understanding of a wide array of infrastructure, software, SAAS platform technologies
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.
- Experience with specific tools (SFDC, Jira, Confluence)
- Linux OS administration or relevant supporting experience
- Strong in methodical problem-solving
- Knowledge of software development lifecycle
- Critical thinking, decision-making abilities
- Fundamental understanding/overview of Splunk or similar data collection software
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: $132,000.00 - 181,500.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $118,800.00 - 163,350.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $105,600.00 - 145,200.00 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!