Cloud Platform Technical Support Director

Description

Role Summary

What you'll get to do

• Lead the Americas Cloud Platform team of Support professionals delivering extraordinary service to our customers.
• Actively participate in the Americas Support leadership team to define and implement strategy, setting clear priorities.
• Collaborate closely with Splunk Cloud Product Management and Engineering to provide customer feedback on product quality and features, ensuring future product releases align with customer needs.
• Build strong partnership with global peers and cross-functional teams to ensure positive customer experience.
• Develop and drive key performance indicators (KPIs) to enhance customer experience and team production
• Exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
• Oversee regular operational reviews, including performance reporting, and continuous improvement progress.
• Analyze and optimize support operations, fostering a culture of continuous improvement.
• Manage capacity planning, identifying necessary changes to improve service levels and customer experience.
• Provide direction on operational issues, staffing, policy and employee development, as well as goal setting.
• Recruit, develop, motivate, and improve the success of the Cloud support team.
• Innovate and develop a proactive support approach and associated offerings/tools/processes that help solve customer problems before the problem impacts the customer’s business.
• Set and model high standards, monitoring performance progress for self and others
• Ownership of final resolution of support issues and partner concerns for Splunk’s largest customers.
• Work with product, education team and technical leaders to define and implement the training and enablement of support for the Cloud product.

Must-have Qualifications

• 10+ years Customer Support or related Operational leadership experience.
• 8+ years of supervisory or management experience, ideally in a high-growth environment
• Direct experience delivering support for Splunk's Cloud Applications including forwarder, data ingest and streaming, indexing, analytics/dashboards, administration consoles and processes in Splunk’s SaaS environment
• Experience with DevOps and/or Engineering (preferred).
• Deep understanding and passion for Customer Success and its impact on revenue and retention.
• Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes.
• Strong collaboration and interpersonal skills, with the ability to advocate effectively for customer needs.
• Demonstrated success in recruiting, developing, and leading high-performing teams.
• Analytical, data-driven approach with a focus on innovation and continuous improvement.
• Capability to manage multiple projects in a fast-paced, dynamic environment.
• Strong change management skills, adaptable mentality, and a proactive approach.
• High discernment, executive presence, and expertise in talent management.

Splunk is an Equal Opportunity Employer

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $193,600.00 - 266,200.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $174,240.00 - 239,580.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $156,800.00 - 215,600.00 per year

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 base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and 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 competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our next-level benefits at https://splunkbenefits.com.

Thank you for your interest in Splunk!