Customer Success Executive

Role:

Are you an Experienced Customer Success Manager in the Technology Sector? Are you seeking a career-expanding opportunity to apply your steadfast customer focus, acute ownership mentality and singular focus on customer outcomes? Are you confident in commanding collaboration at all levels internally and externally to drive continuous customer value?

If so, then this opportunity is the one you have been waiting for. Here at Splunk, we are changing the way that data and information is used to drive business decisions as we bring data to everything.

A Splunk Customer Success Executive is a senior customer advocate, accountable for:

• Driving our most strategic, sophisticated and innovative customer engagements to high-value outcomes for the customer.

• Developing and maintaining a deep understanding of our customers’ value-drivers, short, medium and long-term priorities, decision-making ecosystem, influence and control points that steer the relationship towards successful initial outcomes and growth.

• Aligning our Splunk-internal ecosystem in pursuit of the objective outcomes; both by proactively anticipating customer needs as well as reactively rallying the required resources whenever any risk to a successful customer outcome is indicated

• Building deep customer relationships and champions across key customer personas including senior leadership and Splunk product owners

• Confidently and expertly guiding our customer ecosystem at every level - from technical champion to executive - along an engagement path that exemplifies best practice, optimizes for outcomes and eschews unnecessary risk in the implementation and onboarding path.

Responsibilities

• Partner with the sales reps, technical account manager and client architect to develop onboarding strategies for our largest and most strategic customers under your care

• Work with customer business and technical leaders to develop enterprise level customer success plans and Splunk roadmaps for successful onboarding and value realization of all their products and services

• Ability to articulate value-based differentiators of Splunk’s products and solutions with a goal to make existing use cases sticky and farm new use cases to grow Splunk’s install base

• Be a customer champion ensuring we are delivering the best customer experience possible across all our products, services and partners.

• Create and present quarterly customer business reviews to an executive audience

• Takes complete ownership of their customer’s success

• You should have a strong sense of self-motivation, an insatiable curiosity about what “is possible” with technology, the desire to work with an amazing team, and a positive/fun-loving attitude.

Requirements

The outcome expectations outlined above specify an experienced customer success executive, with some key attributes:

• Experienced, tenured, SaaS-focused CSM with a track record of delivering technology-based outcomes in Fortune 500 Customers.

• Extensive experience working in the UK Public Sector

• Current UK Security Clearance (or at least the ability to be cleared)

• Consistent track record working at an Executive (C-Suite) Level in both the Customer and Vendor side, advocating for and securing engagement and commitment at that level.

• Experience operating in the fields of Cybersecurity, IT Operations or Observability

• Not necessarily a Technical Seller, but adeptly able to connect the Splunk Value Proposition at a component level to customer pain/value and be very comfortable explaining the value of general use cases across Security, IT Ops, DevOps and general Observability domains to customer counterparts with Economic decision maker Personas. While not a hands-on-keyboard role, the job will necessarily expose the E-CSM to technical personas and management where above-basic domain knowledge will be key to maintain credibility.

• A programmatic approach: able to establish clear outcomes for any customer journey (including risk avoidance and remediation), establish clear milestone-based plans towards the objective and engage the Splunk Internal and Customer ecosystem on the path, with accountabilities and deliverables clearly defined.

• Strong ability to collaborate and dynamic presentation skills

• Self-motivated with a consistent track record in leading programs and a firm knowledge of how technology drives our customer’s business

• Ability to be organized and analytical and will be able to eliminate onboarding obstacles using creative and adaptive approaches.

• Comfortable working for a dynamic technical organization with large customers who will stretch our technology through scale or new and unusual use-cases

• Thought Leadership: bringing their own experience to bear on guiding the customer’s path to next value and recognizing the opportunities to bring other roles to bear to deepen the business and technical conversation and surface new potential.

• A Growth Mindset, using deep account access to surface additional opportunity, new use-cases and keeping the Sales Ecosystem engaged with the customer in pursuit of the next opportunity, founded on outstanding execution and outcomes at each step.

In addition:

• Minimum of twelve (12) years experience in software, subscription services and IT/Security organizations preferably with leadership experience

• Experience using Splunk or adjacent technologies in a large enterprise environment preferred

• Experience leading teams a plus

• Strong interpersonal skills, both written and oral, and an ability to communicate complex ideas to all levels of the business.

• Travel to visit customers in the region is required

• Desire to learn, grow and be a part of our expanding and dynamic team

• Bachelor’s degree or equivalent experience in a related field or substantial relevant on the job experience

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the On Target Earnings (OTE) ranges are guidelines and for candidates who receive an offer, the OTE will vary based on factors such as work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to OTE, this role may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering here (https://splunkbenefits.com/int) .

OTE Range

For sales roles starting salaries are expressed as On Target Earnings or OTE (OTE = base + on-target incentives in the form of sales commission plans).

United Kingdom

On Target Earnings: GBP 112,000.00 - 154,000.00 per year