Global Customer Support Director - Premium Support

Splunk Plano , TX 75023

Posted 3 months ago

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!

Role:

The Global Premium Customer Support Director is a key member of the Customer Success team and is accountable for delivering world-class proactive support and leading the team through significant growth and rapid transformation. This role will be the business offering owner for Premium Support. The role ensures that the Premium support offering is comprehensive, catering to all segments of the market and allows customers to be properly supported with their business growth. This role also ensures that each support offering is properly supported with an offering financial model. They will be responsible for underlying CRM, channel tools, and services needed to power a world-class customer experience for our premium customers. We are looking for an operational fanatic with strong Support experience who is a tireless advocate for exceeding customer expectations. Success in this role requires a leader to be passionate, innovative, disruptive, open and fun all of Splunk's core values. The ideal candidate has very successfully run a global operational organization at scale, can motivate teams and can lead and influence effortlessly across Splunk.

Responsibilities:

  • Develop premium offering requirements based on input from stakeholders across the business (e.g., executives, sales, customer support agents, service delivery managers, customer success teams), integrate requirements into the support offering roadmap and provide accurate timelines and status back to stakeholders.

  • Define premium offering vision and roadmap for customer support experiences, including use of machine learning to provide modern and scalable experiences.

  • Lead global professionals delivering extraordinary service to premium customers.

  • Play an active role on the Support and Renewals leadership team to help define and execute strategy and set priorities.

  • Develop and drive KPI's that deliver the best customer experience and productivity.

  • Exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.), manage and monitor performance.

  • Lead regular operational reviews, including performance reporting and continuous improvement progress.

  • Develop strategies to manage cost and scale without sacrificing quality of service.

  • Analyze and optimize support operations. Drive a culture of continuous improvement.

  • Manage budget, drive capacity planning and identify needs and present investments required to improve service levels and customer experience.

  • Provide strategic direction on operational issues, staffing; policy and employee development and goal setting.

  • Recruit, develop, motivate and accelerate the success of the 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.

  • Build strong relationships with Sales and work closely to position the right Support offerings to customers.

  • Work closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability.

Requirements:

  • 15+ years Customer Support or related Operational leadership experience

  • 7+ years of experience leading a 50+ person organization in a complex, dynamic, high-growth environment

  • BA/BS in Engineering, Computer Science or Business; MBA preferred

  • Understanding of and passion for the Customer Success vision and function, and its impact on revenue and customer retention.

  • Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes.

  • Exceptional cross-organization collaboration and communication skills.

  • Ability to advocate on behalf of customers with a proactive approach, anticipate needs and leverage resources from across the company as needed.

  • Extensive experience hiring, managing, and developing employees.

  • A demonstrable desire for innovation, continuous learning and improvement.

  • Demonstrated ability to manage multiple, critical projects is required.

  • Ability to work in a fast-paced, reactive, changing, and results oriented atmosphere.

  • Desire to work hard, produce results and have fun doing it.

  • Expert understanding of business operations and ability to manage a multi-million operating budget.

  • Strong executive presence, influencing skills, presentation skills and business acumen.

  • Skilled at talent management including assessment, deployment, development, reward and retention.

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.


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Global Customer Support Director - Premium Support

Splunk