Customer Experience Manager (Customer Success Executive) - Splunk

Job description

Role Summary
The Customer Success Executive (Customer Experience Manager) serves as a strategic advisor who understands the customer's business goals and promotes the adoption of Splunk products and services to drive customer success. By working closely with customers and account teams, you will develop activity plans and define value based on customer priorities and challenges, and demonstrate value realization through regular business reviews.

Key Responsibilities

• Develop activity plans and roadmaps for Splunk based on a deep understanding of customer challenges and priorities.

• Build strong relationships with key customer stakeholders, including senior management and product owners.

• Identify customer needs and collaborate with the account team to provide appropriate Splunk resources at the right time.

• Proactively identify and minimize business and technical risks during Splunk onboarding and ongoing operations.

• Connect customer needs with the value of Splunk products/services, articulating benefits in Security, IT Operations, DevOps, and Observability to decision-makers.

• Conduct interviews to understand business challenges and propose new use cases and data utilization strategies.

Required Qualifications

• 10+ years of experience in consulting, professional services, technical support, or related technical fields.

• Background in Cybersecurity, IT Operations, or Observability.

• Experience in building customer relationships and managing enterprise accounts.

• Proficiency in customer problem-solving, account/project management, IT operations, and technical infrastructure.

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