Assigned Expert Consultant (Professional Services)

Customer Success and Support London, United Kingdom Reading, United Kingdom


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!

Splunk is the world’s first Data-to-Everything Platform. Now organisations 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.

Role:

Are you looking to make an impact? The work you will do directly impacts the adoption and optimisation of the Splunk platform for some of our most important customers. We bring strategic technical guidance to the world to make people happier with our software, and just as importantly, we bring the world's needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to include the things that are most impactful.

As an IT Ops Assigned Expert for our Professional Services team, you are passionate about customers and their journey to use Splunk to its fullest capabilities. You will help customers adopt and optimise their environment through consistent touch points and strategic guidance, ensuring our customers realise the quickest time to value, and maximum return on their investment. You will collaborate with the team and share your inputs as we create standard processes and procedures that enable us to deliver the highest level of service, drive scale and automate key functions. Additionally, you will tackle the resolution of our customer’s most challenging problems, including the ones they didn't even know existed. Splunkers are self-motivated and have an insatiable thirst to learn disruptive technologies and thrive in rapidly changing environments. As a successful Splunk IT Ops Assigned Expert you will be adept at understanding, adapting and guiding our customers on how to best use our Platform. Are you up for the challenge?

Responsibilities:

  • Strategic execution of adoption and optimisation activities in long-term engagements, which includes regular meeting cadence, documentation, and representation of valuable outcomes from your work with customers.
  • High-quality technical guidance on Enterprise level architecture, configuration, and optimisation work in complex environments for area of discipline including:
  • Splunk Core/Cloud
  • Enterprise Security/UBA
  • SOAR/Phantom
  • ITOps, DevOps
  • Create, drive, and report on customer success plans
  • Customer advocacy for key initiatives and discreet needs across the internal Splunk ecosystem
  • Serve as a dedicated point of contact for customer needs including adoption, optimisation, customer success and technical escalations.
  • Continual engagement and information sharing with CSM, RSM, SE, PS and other engaged parties

Exceptional execution of practice key performance indicators and contributions such as:

  • Scaling through productivity
  • Process creation and improvement
  • Collateral creation and improvement
  • Tool 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
  • Formal and Ad Hoc internal training sessions
  • The sharing of knowledge across groups.

Requirements:

Soft Skills:

  • Ability to act as the trusted advisor and product specialist for assigned customers
  • Able to thoughtfully manage strategic accounts that demand a high level of partnership, negotiation, and conflict resolution
  • Willingness to stop, collaborate and listen to technical and non-technical consumers from IT administrators to executive level partners
  • Superior written and oral communication skills a must
  • Listen objectively to others' opinions and ideas utilising active listening skills
  • Strong customer facing skills that instill confidence and provide guidance towards resolution with high customer satisfaction
  • Highly developed, operational skills for troubleshooting, problem solving, and resolution
  • Ability to balance competing priorities with customer demands
  • Highly effective at organising, planning and leading customers through complex change

Technical Requirements:

  • Significant experience in technical consulting or big-data analytics
  • Demonstrable understanding of common enterprise applications
  • Statistical and analytical modelling is a plus
  • Solid understanding of scripting languages (bash), application development (java, python, .NET), databases and analytical tools
  • Meaningful software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics

IT Ops Focus

Splunk Platform experience:

  • Cloud Fundamentals Consultant Accreditation
  • 3+ years proven experience administering and using Splunk

IT Ops / Dev Ops integrator Accreditation

  • Splunk ES Implementation Accreditation (preferred)

3+ years IT Ops / Dev Ops implementation and administration experience

Location and Travel

  • This is a remote position
  • Up to 20% travel may be required for customer facing activities

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.

Thank you for your interest in Splunk!