Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.Role:
Are you looking to make an impact? As a Splunk Technical Account Manager (m/f/d), the work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to our customers to make people happier with our software, and just as importantly, we bring customer’s needs and wants back to Splunk to make our software better. We also have the chance to see firsthand the phenomenal ways customers use Splunk and adapt our software to make their business resilient.You will be a trusted advisor that our key customers rely on to help them achieve their strategic objectives and improve their investment in Splunk. You will cultivate customer intimacy, developing strategic relationships with key collaborators to understand customer use cases and desired outcomes, while bringing to bear your deep knowledge of Splunk’s products to provide technical guidance and best practices, ensuring customer health, adoption and success. Additionally, you will address the resolution of our customers’ problems, including the ones they didn't even know existed. Splunkers are self-motivated and learn ground-breaking technologies Excellent at understanding, building, adapting and guiding our customers on how to best use our Platform. Are you up for the challenge?
Responsibilities:
1. High-quality guidance and mentorship on Enterprise level architecture, configuration, optimization and data governance work in sophisticated Splunk Enterprise & Splunk Cloud environments
2. Strategic execution of adoption activities, including regular meeting cadence, documentation, and representation of improving valuable outcomes from your work with customers.
3. Design and prioritise solutions aimed at addressing issues related to scalability, performance, integration, technical debt, usability, underused functionality, capacity utilization, workload optimization, data hygiene, etc.
4. Build assessments beyond health monitoring focused on guided outcome advisory, such as cost reduction, risk mitigation, increasing customer team efficiencies, and improving performance.
5. Assist customers with capacity and upgrade planning, key event and major project readiness
6. Serve as a dedicated point of contact for customer needs including adoption, enablement, optimization, customer success and technical resolutions
7. Monitor, lead, and report interactions with our technical support teams, resolution management of high priority support cases, and a strong focus on future incident prevention.
8. Continual engagement and information sharing with Customer Success Manager, Regional Sales Manager, Sales Engineer, Customer Success Engineer, Professional Services and other engaged collaborators
9. Contribute towards the team’s phenomenal success, through:
10. Scaling through improvements
11. Process build and improvement
12. Collateral build and improvement
13. Tool development and implementation
14. All-in on Adoption
15. Drive high CSAT score
16. Identify and collect customer success stories
17. Drive product upsell and expansion
18. Team growth
19. Mentor / mentee program
20. Formal and Ad Hoc internal training sessions
Requirements:
Soft Skills:
21. Ability to act as the trusted advisor and product specialist for assigned customers
22. Able to lead strategic accounts that demand a high level of resolution
23. Willingness to stop, collaborate and listen to technical and non-technical consumers from IT administrators to executive level partners
24. Superior written and oral communication skills a must
25. Listen objectively to others' opinions and ideas using active listening skills
26. Strong customer facing skills that instill confidence and provide guidance towards resolution with high customer satisfaction
27. Highly developed, operational skills for troubleshooting, problem solving, and resolution
28. Strong time management skills with the ability to balance contending priorities with customer demands
29. Fluent in German & English
Technical Requirements:
30. Demonstrated ability in technical consulting or big-data analytics
31. Demonstrable understanding of common enterprise applications
32. In depth understanding or recent experience with scripting languages (bash), application development (java, python, .NET), databases and analytical tools
33. Relevant software industry proven experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytics
Splunk Platform experience:
34. 5+ years’ experience administering and using Splunk
35. 3+ years’ Splunk implementation and build experience
36. 2+ years’ Splunk Cloud experience:
37. Cloud Fundamentals Consultant Accreditation (preferred)
38. Proven experience with Cloud Migration projects
39. 3+ years Splunk architecture experience
40. Ability to deploy, manage, and troubleshoot sophisticated Splunk Enterprise environments
41. Thorough understanding of Splunk Deployment Methodology & Implementation
42. Expert-level knowledge of multi-tier Splunk architectures, clustering, and scalability topics
43. Strong SPL skills and experience a must
44. Familiarity with all Splunk related products (preferred)