Manager - Customer Success Platforms (Remote, US West preferred)
Splunk
60 reviews
Tampa, FL 33601
Remote
$90,000 a year - Full-time
Splunk
60 reviews
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Job details
Salary
$90,000 a year
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 everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!
Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.
ROLE
As a member of the Customer Success Management & Renewals Platforms & Automation Team, the CS Gainsight Platform Manager will play a key role in establishing the foundational understanding of the Gainsight platform and the overall alignment of strategic business initiatives with functional processes by converting insights to action across the CS organization and Splunk as a whole. As we expand our scale engine to drive increased engagement with our customers, you will help strategize and lead the design/build/maintenance of technical solutions in response to business requirements needed to help internal customers derive maximum value from the platform.
You will also help broaden visibility into our efforts to drive successful outcomes, customer retention/expansion and churn reduction company-wide. Come join a team that is creative, dynamic, collaborative, focused on driving outcomes, and fun!
RESPONSIBILITIES
• Define and drive the overall Gainsight platform strategy and support Customer Success by overseeing and participating in the design and implementation of innovative cross-organizational technical processes and workflows within Gainsight
• Lead the configuration and optimization of Gainsight to internal customers (including integrations, reports, dashboards, and workflows) aligned to the platform vision and mission and deliver features using Agile methodology
• Perform oversight and design review of all development work to ensure alignment with best practices and build standards working closely with the solution managers
• Refine and drive development release process, including hosting and leading Agile ceremonies with the Gainsight platform team through clear prioritization criteria and business impact
• Manage the development workstream, identifying priorities and assignment of work actions across team members
• Lead CS Platforms engagement in quarterly cross-functional strategy and planning to develop and maintain Gainsight roadmap
• Perform analysis of operational metrics related to Gainsight and deliver regular readouts
• Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures
• Lead and participate in new tool/platform or feature function evaluation and testing
• Provide project leadership and management when appropriate, specific to tool implementations
• Develop and manage platform configuration and process documentation
REQUIREMENTS
• Bachelor's degree required
• Minimum of 4 years as a team lead (or manager) in a high paced, technology platforms team environment
• Minimum of 3 years Gainsight development/administration experience - NXT strongly preferred
• Minimum of 3 years experience as a Salesforce Sales Cloud power user (admin preferred)
• Proficient in the use of object-oriented concepts and logic fundamentals (IF/AND/OR)
• Experience with data management and an understanding of data transformation and visualization techniques to drive insights and data-driven decision making
• Experience with Gainsight PX preferred
• Experience with JSON or similar scripting languages highly preferred
• Experience with any of the following tools is a strong plus: Splunk products, ServiceNow, JIRA, Zendesk, Aha!
• Demonstrable experience leading the design and build of complex, multi-stakeholder technical solutions
• Empathetic and understanding leadership style with a desire to potentially move into a managerial role
• Strong analytical and problem solving capabilities
• Meticulous attention to detail and quality assurance
• Ability to manage multiple priorities and shift focus as necessary
• Comfortable acting with a clear sense of ownership, taking personal responsibility for decisions, actions, and failures
• Self-starter with the ability to work in a remote highly-collaborative environment
We value diversity at our company. All 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.
(Colorado only*) Minimum base salary of $90,000. You may also be eligible for incentive pay + equity + benefits.*Note: Disclosure per sb19-085 (8-5-201 et seq).