Escalation Manager - EMEA

Information Technology London, United Kingdom


The Escalation Manager is a member of the Incident Management Team at Splunk, which leads and runs 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. They will be responsible for leading and working towards resolution high profile customer escalations, analyzing escalation trends and reporting back to leadership on the drivers of customer challenges. 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.

Responsibilities: I can do that!

  • Independently drive and monitor complex escalations from initiation through resolution by developing a results-oriented plan while leading a cross-functional team with customer and internal key partners.
  • Report and escalate efforts to resolve complex customer experience problems
  • Lead support response both with the customer and internally to key stakeholders and senior leadership.
  • Advise Senior Leadership of any developments and action plans. Sets customer expectations and provides updates regarding troubleshooting and resolution action plan in external communications.
  • Provide process improvement recommendations for improving customer experience
  • Review and refine Escalation Management process, protocols, dashboards and run-books
  • Restore the customers' confidence in Splunk and Splunk products

Required Qualifications: I’ve already got this!

  • 10+ years account management, consultation, project management, escalation management and/or technical support experience
  • Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk
  • Very strong customer service orientation
  • 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
  • Validated knowledge of Escalations Management frameworks (eg. ITIL)
  • Negotiation, mediation and conflict management skills.
  • Occasional weekend work as the business requires
  • Expected to travel to customer sites as needed. Up to 30% travel expected

Nice to have:

  • Software development lifecycle methods (e.g. waterfall, Agile / scrum) and typical process steps
  • You have a bachelor’s degree in computer science, information security, or a related discipline, or equivalent work experience
  • Strong financial and business sense, critical thinking, decision-making abilities
  • Exposure to Splunk or a similar analytics solution.

Splunk is an Equal Opportunity Employer. We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

Thank you for your interest in Splunk!