Customer Success Product Interlock Leader

Customer Success and Support San Francisco, California Plano, Texas San Jose, California


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!

Role:

Splunk is looking for a Manager of Customer Success Product Interlock to join our passionate, fun and innovative Customer Success organization and influence the next generation product roadmap!

In this role you will identify product opportunities that optimize efficiency across Customer Success teams, drive superior customer experiences and impact retention and expansion. You will work directly with Product Management to champion for Customer Success and influence the strategy, roadmap, and execution of these opportunities.

As the owner of the CS Product Interlock program, you will work closely with leaders across Customer Success (Professional Services, Customer Success Management, Renewals, Support and Education) and Product Management to set Customer Success’s priorities and enable outcomes.

Responsibilities:

  • Work with stakeholders across CS to analyze their needs and assess value, develop use cases, and prioritize product requests and themes that maximizes improvements in Customer Experience and/or Customer Success productivity
  • Be a strategic advisor to Customer Success functional leaders on how to identify product opportunities that help them achieve their strategic goals
  • Be passionate about analyzing data to quantify the value & impact of product opportunities. Build value cases to outline the business opportunity, rationale, and drive prioritization of top Customer Success product requests
  • Engage directly with business and technical experts between organizations to define the product feature/enhancement and detailed requirements
  • Partner with Product Management teams to champion for Customer Success’s product opportunities and influence both the short-term and long-term product roadmap
  • Drive CS Product operational cadence(s) to drive accountability and visibility into all committed CS product features & enhancements
  • Communicate effectively with internal and external partners at every level and influence prioritization of product enhancements critical to enabling great customer experiences and CS productivity.

Requirements:

  • 5+ years experience as a leader working directly with Product teams in a customer-facing organization of a B2B software company
  • Experience working directly with log analytics, big data, data lake, monitoring, and business analytics companies a plus
  • Strong analytical and financial skills to work on evaluating sophisticated business opportunities
  • Extensive industry experience in SaaS or cloud infrastructure products with good understanding of a range of Cloud (SaaS and IaaS) solutions.
  • Proven ability to analyze business data and needs and translate that information into technical product requirements
  • Must be self-directed, able to work independently, as well as work in a fast paced team-oriented environment
  • Outstanding communication skills, both verbal and written
  • Demonstrated ability to motivate and influence across functions

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!