Customer Success Platform Area TAM

About this role

The application window is expected to close on: Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received .

This is a remote position and can be performed anywhere in the United States.

Meet the Team  

As a Customer Success   Platform   Area   TAM,   you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible for our customers and   share   the best-of-the-best with the team. You will be a Splunk expert and adept at understanding, adapting, and guiding our   account teams and   customers on how to best use our Platform.  

Are you up for the challenge?   

Responsibilities:   

• Highly skilled and aligned   to   Splunk ’s   Core   licensed product , such as   Enterprise   and   Cloud .  

• Aligned to a specific Area to strategically support   the   Customer Success Executive, Technical Success Engineer, Solution Engineer, Solution Architect motions .  

• Develop strong partnership with Sales/Customer Success roles to   assist   Area aligned   customers with Value Realization .   Activities   include, but not limited to:  

• Onboarding & Enablement   – deliver w orkshops, prescriptive guidance/ assistance , achieve onboarding milestones  

• Proactively engag ing   Area aligned Technical Success Engineers to   review   and   assess their account’s health situation,   with an emphasis on   accounts   that have telemetry risk signals and/or 6 months from renewal   date .  

• Proactively engag ing   Area aligned S olution Engineers /Solution Architects to review   and   assess accounts with Data Management/Optimization opportunity .  

• Proactively engag ing   Customer Success E xecutives   on   adoption/use case -related   work   opportunity .  

• S cop ing   the level of effort   and   developing   a   technical action plan to address the   technical   situation   based on your assessment .    

• Proactive ly engage   Area   aligned   CS/SE Management to ensure priority   focus   alignment and address risk accounts /area themes .  

• Strategic case-based delivery , up to   90   days   of   assistance ,   which is   requested by internal Area aligned account teams or management. This   typically involves providing   customers with   high-quality technical advice on Enterprise level architecture, implementation,   configuration   and optimization   work   in complex environments for   Splunk Enterprise/Cloud .    

Customer Success   Area TAM , you will:  

• Be passionate about customers and deliver impactful solutions.  

• Address organizations’   complex technical challenges, proactively   identifying   and resolving issues before they   impact   the customer.  

• Be a self-motivated Splunk expert eager to learn and adapt in a dynamic environment.  

• Guide   account   team   members   and   customers on   optimal   use of the Splunk Platform.   Provide recommendations for a customer’s overall technical health.  

• Deliver strategic, case-based technical consulting   ( up to   90   days) .  

• Collaborate with internal resources and customer-facing teams to manage customer needs.    

• Conduct research from various resources with the ability to consistently find answers to questions and solve complex technical problems .  

• Execute consultative conversations with decision makers to diagnose and establish the potential value of solving business issues, change or expand existing solution requirements   based on your discovery/assessment , and provide broader based recommendations to help customers accelerate their product initiatives, optimize cost, and maximize performance.  

• Gain agreement with   account team members and   customer   decision-makers on the tangible value of proposed solutions .  

• Deliver customer onboarding enablement -based workshops   and achieve success milestones .   

• Contribute to practice KPIs through process and collateral improvements, tool development, and implementation.  

Minimum Qualifications  

• Several years of experience administering and using Splunk Core   (Enterprise/Cloud) .   Strong Splunk architecture, data onboarding, and Splunk Core product feature experience.  

• Strong SPL (Search Processing Language) skills are essential.  

• Solid experience in technical consulting or   big-data   analytics.  

Preferred Qualifications  

• Strong understanding of common enterprise applications.  

• Statistical and analytical modeling skills are a plus.  

• Proficiency   with scripting languages (bash), application development (Java, Python, .NET), databases, and analytical tools.  

• Hands-on experience with Splunk   product   implementation   of focus   and Splunk Cloud.  

• Experience with cloud migration projects .  

• Mastering Splunk Data Management Techniques   training and experience with implementing Splunk Data Management solutions, such as Edge Processor, Ingest Processor, DDAA , Federated   Search.  

• Splunk Consultant   and   Splunk Cloud Administration   Certified  

Soft Skills  

• Trusted technical advisor with the ability to manage   assigned tickets   and Area aligned priorities .   Engages in “out of the box” thinking to resolve problems   

• Relationship Management -   Establish   technical credibility with a wide range of   internal and   customer contacts with the ability to “read” the   internal/ customer   contact   and adapt behavior / approach  

• Conflict Resolution - Ability to engage in escalation management  

• Influencing/Negotiating   -   Ability to influence peers,   Splunk   leadership and customers .   Ability to manage   highly complex /distributed IT environments and/or accounts that demand   a high level   of negotiation and conflict resolution abilities  

• Problem/Need Identification   -   Demonstrates   a deep comprehension of Area management, account team and/or customer’s business strategy, business objectives & challenges, success criteria/how customer

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