Avp, Customer Success Management And Renewals - Public Sector

Splunk Mclean , VA 22107

Posted 2 months ago

Responsibilities:

The Customer Success & Renwals Leader Public Sector is responsible for building and setting the strategic direction for Splunk's CSM & Renewals organization. This senior leader is responsible building and managing the adoption and renewal motion of Splunk's platform, technologies and services across Splunk's commercial ecosystem. The leader will have functional responsibility over the CSMs & Renewals organization within Public Sector and will drive standards for their hiring, training, and commercial execution in the field. Additionally, this individual will:

  • Drive customer success strategies to help customers achieve adoption and expertise with Splunk's products

  • Improve the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals

  • Develop data driven go-to-market renewal selling strategies and plays, aligned with Splunk's Adopt to Renew motions, at scale

  • Set performance targets for the CSM & Renewals organization.

  • Engage with the Global CSM & Renewals Strategy and Operations teams to drive efficiency and scale in our overall operations.

  • Partner with the Public Sector Sales Organization to build an integrated Land, Adopt, Expand & Renew motion.

  • Provide communication to customers regarding Splunk, new product capabilities and use cases, as well as help them meet desired outcomes.

  • Meet with Senior Executives of Splunk's most strategic accounts and help guide their commercial vision utilizing Splunk's platform and technology.

  • Oversee the creation of onboarding, enablement and skill set development for the organization.

Specific goals center on the following:

  • Customer Renewal Rates and Net Retention

  • Commercial execution in dormant & active accounts

  • Customer adoption of Splunk technology

  • Customer referencability

  • Customer solution expansion

  • Expanding the market coverage of the CSM function

Key activities include:

  • Leading the CSM & Renewals function

  • Developing the commercial strategy for the CSM & Renewals teams

  • Communicating with senior executives at strategic accounts

  • Develop customer success roadmap

  • Conduct scheduled customer check-ins

  • Conduct regional business reviews

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.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager (Remote Mclean Minneapolis)

Abila

Posted 1 week ago

VIEW JOBS 1/10/2020 12:00:00 AM 2020-04-09T00:00 The role of the Customer Success Manager at Diamond Mind is to empower customers to achieve their goals through smart utilization of our software, which in turn ensures loyalty and a high rate of activation, retention, and expansion (upsell). This is a commercial role in the Sales department, in addition to developing relationships with clients and becoming a trusted advisor, the CSM is responsible for upselling and contract renewals for a strategic segment of our customers. They are responsible for customer retention and the prevention of churn across a segment of our customer base. The CSM must have a strong understanding of our customers' business objectives and the ability to identify and articulate how our solution supports the achievement of the customers' strategic business goals. The CSM manages the customer experience across their segment of customers meeting agreed retention and usage targets. The CSM is responsible for understanding the 'health' of our customers, ensuring they grow into Diamond Mind advocates. Community Brands – K-12 Schools General Customer Success Responsibilities * Build and maintain relationships with clients and key personnel within client organizations * Conduct kickoff calls with new clients, in collaboration with the implementation team, to transition from sales and facilitate initial onboarding * Conduct "wellness" check-in calls and business reviews with existing clients to ensure clients are delighted with their products and services. * Attend calls and meetings with clients to build relationships with existing accounts. * Act as liaison with internal departments to ensure client needs are fulfilled effectively. * Teach clients best practices in the utilization of products and services to deliver more value to the client and stimulate loyalty * Escalate areas of concern, as raised by clients, and follow-through to resolution. * Carry out client satisfaction interviews, surveys & reviews, as requested * Update the CRM system and ensure that the customer success and sales departments are aware of changes with key clients. * Provide feedback and "voice of the customer" to the product management team * Achieve client relationship activity targets and KPI's as set by the Head of Customer Success. General Sales Responsibilities * Communicate with clients and raise awareness about other products the company offers. * Work closely with the Sales Department, Sales People and Account Managers on sales strategy, opportunity management and account planning. * Alert the sales team to opportunities for further sales within key clients. * Pass leads to the sales team and follow-up on progress. * Introduce salespeople to existing clients, as appropriate. * Collaborate with the sales team to develop sales account plans for select key clients. * Support salespeople on sales calls and in sales meetings with key clients and prospective clients * Assist sales people in diagnosing needs and qualifying sales opportunities * Conduct product demonstrations with existing and prospective clients and answer questions * Teach prospective clients best practices in the utilization of products and services * Help sales people understand client needs and any customization / development requests * Collaborate with internal departments to determine the feasibility and ROI of customization / development requests, and develop Statements of Work (SOW's). * Achieve sales activity targets and KPI's as set by the Head of Sales. Abila Mclean VA

Avp, Customer Success Management And Renewals - Public Sector

Splunk