Job type full-time
Full job description
Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyoneWe are a company filled with people who are passionate about our product and seek to deliver the best experience for our customersAt splunk, we’re committed to our work, customers, having fun and most importantly to each other’s successLearn more about splunk careers and how you can become a part of our journey!
The splunk technical support account manager (tsam) is responsible for the overall technical health of splunk customersThe tsam program delivers partnership, technical guidance and advocacy to customers either via consistent sustained relationships, get well programs or migration assistance in partnership with professional servicesThe tsam’s primary focus is to ensure that splunk customers remain successful and realize the full value of their investment at splunk.
Our tsams have the ability to support multiple accounts strategically and are responsible for the technical health of our customersThe tsam has a wide latitude for independent actions and can complete all duties assigned while operating with minimal supervision.
Act as a primary point of contact for assigned accounts on technical health related items
Restore and maintain technical health through detailed and documented technical health plans
Advocate for customers during migration efforts and assist with coordination of operational tasks
Understand the short-term and long-term business objectives of each customer as they relate to splunk enabling them to achieve those goals and objectives through the use of splunk products.
Provide proactive guidance, planning and recommendations for achieving and maintaining the overall technical health of a customer`s splunk environment.
Be the internal advocate for the customer to facilitate the resolution of customer issues through coordination of efforts among splunk’s internal organizations (technical support, incident and escalation management, product development, product management, and executive leadership teams)
Proactively analyze tickets and interactions to help guide training plans via customer success managers (csms) and education
Deliver qbrs with customers (onsite and over the phone) in conjunction with sales to review service levels, usage metrics and customer environment performance.
Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons
Maintain a close working relationship with multiple organizations including support, ops, csm, and sales
Understand and communicate the customer’s needs to the account team
Keep the customer informed of key information that may be critical to their success (e.gProduct roadmaps, new product releases, customer events, or organizational changes)
Knowledge of software development process, it operations, and technical infrastructure
Experience supporting customers using saas products and/or cloud platforms
Ability to learn splunk enterprise and additional splunk products as neededMinimum of splunk admin certification will be required (training and testing provided)
Experienced in customer service and relationship management skills
Ability to clearly communicate ideas in a business and user-friendly language primarily through email and conference calls
Ability to plan, coordinate, and lead multiple activities simultaneously both independently and as a team member
Be available on nights and weekends as needed
Ability to build relationships and influence senior leadership
Possess the confidence to have difficult conversations with multiple levels within the organization
Travel up to 30% may be required
Required technical and professional expertise
5+ yrsExperience in technical services and customer relationship management
5+ yrsExperience managing strategic/top accounts in the technology sector
Project management experience
Preferred tech and prof experience
Fundamental working knowledge/overview of splunk
Ba/bs technical degree, or equivalent work experience
Systems administration and/or networking experience in a mid to large it environment
We value diversity at our companyAll 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.