Advisory Subscription Services Senior Manager

Customer Success and Support London, United Kingdom


The Advisory Subscription Services Senior Manager

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!

Are you looking to make an impact?

The work you do will directly influence the experience the careers of your direct reports. As the Advisory Subscription Services Senior Manager , you will accountable for running the end to end business . Working with the wider Splunk organisation to advocate the value of our Subscription offerings, build pipeline, work with the sales team to close business and to own the delivery quality and consumption of these services through the full client journey. 

What will you be doing?

  • Responsible for leading our EMEA  Professional Services Subscription business that consists of  OnDemand , Assigned Expert and Remote Residency services. This includes managing bookings and renewal targets, driving important operational business metrics, team development and full customer management from kickoffs to engagement closure
  • Manage team operational cadence – time and expense, OnDemand cases, Assigned Expert renewal motions, ensure project status is completed by team, compliance & ethics, etc
  • Partner with Splunk Sales and Customer Success organizations to help drive customer adoption and expansion of Splunk and address license renewal risk that may arise
  • Work closely with the Professional Services Operations and Practices teams on improvement initiatives that drive efficient processes, better services for our customers, a happier workforce, etc.  
  • Approve time, expenses, PTO, and complete other management approvals and administrative requirements on time
  • Build workforce plans to ensure the right mix of staff and skills to meet the business needs
  • Recruit, hire, on-board, and retain people to drive exceptional team performance
  • Contribute to ensuring people are being effectively utilized, balancing utilization with professional development, PTO, best practice contributions, etc.
  • Reward and recognise employees that deliver exceptional customer value and set examples of leadership
  • Review the performance of team members on a regular basis, and provide written performance plans
  • Ensure team is setup for success. Remove roadblocks and issues that negatively impact their performance
  • Define and coordinate adequate coaching and mentoring of team, either directly or through others
  • Encourage and support professional development and career growth of team
  • Motivate your team by building a culture that rewards delivering customer value and developing a world class consulting organization
  • The position reports directly to the EMEA GVP of Professional services and you will be expected to be an active member of the EMEA PS leadership team. 
  • You will be expected to proactively contribute the ongoing transformation of our PS and Customer Success business. 

That sounds great - what experience do you need?

  • Solid experience (10 years+) in a leading a team of technical Consultants in a Services organization, ideally in a software company or industry leading services organization
  • Extra consideration with experience running a subscription model and business
  • Experience directly or indirectly leading a team of staff, including direct experience with:
  • Recruiting, 
  • Delivering performance reviews
  • Building development plans
  • Compensation planning
  • Talent reviews and succession planning
  • Formal and informal recognition programs
  • Dealing with complex HR issues
  • Experience building business cases and hiring justifications
  • Experience with necessary forecasting for the role, revenue, utilization, signings, etc
  • Experience with formal coaching and mentoring programs
  • Experience working with and across multiple SPLUNK organizations to accomplish business objectives, including IT, HR, Finance, etc.
  • Experience developing and leveraging third-party subcontractors
  • Experience with regional labor laws

  • Qualifications  
  • BS/BA degree or equivalent related experience desired. 10+ years prior experience in a consulting and services environment, with 8-10 years of leadership experience. 
  • This position requires the successful candidate to demonstrate strong leadership and management skills, dependability in difficult circumstances and excellent verbal and written communication skills.  

 

  • We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, colour, 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!