Customer Success Data Strategy Lead

Customer Success and Support Plano, Texas Washington, D.C. Chicago, Illinois San Jose, California Boulder, Colorado Del Mar, California


Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

Our Splunk Family in the Americas theater is a results-focused and collaborative bunch spanning functions across sales, customer success, support, marketing and G&A functions. We love to work as a team, celebrate success and learn from our losses. We have a great team culture with weekly team breakfasts, cocktail hour Fridays, end of quarter celebrations, volunteer activities and a culture based on respect, transparency and always doing the right thing.

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Customer Success Data Strategy Lead

Splunk’s Customer Success teams (Professional Services, Support, CSMs, Renewals, Education) are going through a massive digital transformation, enabling new tools across the organization and across Splunk. Enabling this transformation requires a strong Data Strategy as a foundation. We are seeking a key leader to drive our strategy around data, including data quality, governance, data lake, and data analysis/insights.

Role:

The Data Strategy Lead role sits within the Strategy and Operations function of Customer Success, and interacts with all its functions (PS, Support, EDU, CSMs) as well as various other function within Splunk (Sales, IT, Finance) in order to deliver accurate, reliable data, as well ad metrics and customer insights to the various teams.

The Data Strategy Lead has overall accountability for CS’ data and reporting posture by responsibly managing data assets, data lineage and data access, supporting sound data analysis, and rationalizing group's information strategy.

Are you the candidate that meets the following requirements to help us grow together?

Requirements:

  • 7+ years of hands-on experience in developing and operationalizing data based guidelines, policies, procedures, and standards with demonstrated increase of responsibilities over time.
  • Focus on data strategy, execution and support for projects, programs, application enhancements and production fixes
  • Experience in Data Governance, Data Lake, Data Strategies,
  • Experience in establishing data stewardship and information management strategies
  • Experience with data modeling and test data management tools.
  • Expertise in CS tools: Salesforce, Gainsight, Snowflake, G-Suite, Tableau, other SaaS and AI/ML tools.
  • Excellent matrix management skills cross functionally (EDM, IT, Finance, Legal, Sales, etc.)
  • Proven ability to make well-thought-out decisions on complex or ambiguous data issues
  • Effective communication to individuals at various levels of the technical and business communities
  • Proven ability to quickly earn the trust of peers and key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity.
  • Results-oriented, diligent, and works with a sense of urgency. Assertive, responsible for his/her own work (self-directed), have a strong affinity for defining work in deliverables, and be willing to commit to deadlines.
  • Influential, focused and versatile team player that is comfortable under pressure.
  • Ability to communicate at all levels with clarity, poise, maturity and precision both written and verbal.
  • Strong Program management skills and cross functional working capabilities to drive solutions.
  • Excellent problem-solving and critical-thinking skills; balancing strategic alignment with technology roadmap and emerging industry trends with practical delivery.

Responsibilities

  • Responsible for data quality and data accuracy across all groups within Customer Success (PS, CSM/Renewals, Support, Education).
  • Drive execution on the Data Quality/Clean-up projects underway (Business Requirement Documents in plan).
  • Generate additional BRDs as needed for the business.
  • Key Interlock owner with the EDM (Enterprise Data Management) group for Data Governance activities within CS. Partners with the data governance team to ensure solutions adhere to the organization’s data principles and guidelines.
  • Interlock with the Business Data experts and Data Stewards in CS functions.
  • Interlock with Data Tech/ Data Lake team to develop, then run the Operational cadence within CS for Data analysis and dashboard creation.
  • Interlock with CS Business Intelligence Team to provide data and insights across the organization.
  • Responsible for defining standards and best practices for data analysis, modeling, and queries.
  • Own CS data assets including reports, data warehouse, etc.
  • Responsible for governing data access for all group's data assets.
  • Responsible for solving data related issues and communicating resolutions with other solution domains.
  • The role may have future direct reports.

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.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

(Colorado only*) Minimum base salary of $135,000. You may also be eligible for incentive pay + equity + benefits.

  • Note: Disclosure per sb19-085 (8-5-201 et seq).

Thank you for your interest in Splunk!