Technical Account Manager

il y a 4 semaines

Paris, France Splunk Inc Temps plein
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, 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 expert 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’ most ambitious problems, including the ones they didn't even know existed. Splunkers are self-motivated and learn ground-breaking technologies and thrive in constantly evolving environments. Excellent at understanding, adapting and guiding our customers on how to best use our Platform. Are you up for the challenge?Responsibilities:High-quality guidance and mentorship on Enterprise level architecture, configuration, optimization and data governance work in sophisticated Splunk Enterprise & Splunk Cloud environmentsStrategic execution of adoption activities, including regular meeting cadence, documentation, and representation of improving valuable outcomes from your work with customers.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.Build assessments beyond health monitoring focused on guided outcome advisory, such as cost reduction, risk mitigation, increasing customer team efficiencies, and improving performance.Assist customers with capacity and upgrade planning, key event and major project readinessServe as a dedicated point of contact for customer needs including adoption, enablement, optimization, customer success and technical escalations.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.Continual engagement and information sharing with Customer Success Manager, Regional Sales Manager, Sales Engineer, Customer Success Engineer, Professional Services and other engaged collaboratorsContribute towards the team’s phenomenal success, through:Scaling through improvementsProcess build and improvementCollateral build and improvementTool development and implementationAll-in on AdoptionDrive high CSAT scoreIdentify and collect customer success storiesDrive product upsell and expansionTeam growthMentor / mentee programFormal and Ad Hoc internal training sessions

Requirements:

Soft Skills:Ability to act as the trusted advisor and product specialist for assigned customersAble to lead strategic accounts that demand a high level of resolutionWillingness to stop, collaborate and listen to technical and non-technical consumers from IT administrators to executive level partnersSuperior written and oral communication skills a mustListen objectively to others' opinions and ideas using active listening skillsStrong customer facing skills that instill confidence and provide guidance towards resolution with high customer satisfactionHighly developed, operational skills for troubleshooting, problem solving, and resolutionStrong time management skills with the ability to balance contending priorities with customer demands

Technical Requirements:

Demonstrated ability in technical consulting or big-data analyticsDemonstrable understanding of common enterprise applicationsIn depth understanding or recent experience with scripting languages (bash), application development (java, python, .NET), databases and analytical toolsRelevant 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:

5+ years’ experience administering and using Splunk3+ years’ Splunk implementation and build experience2+ years’ Splunk Cloud experience:Cloud Fundamentals Consultant Accreditation (preferred)Proven experience with Cloud Migration projects3+ years Splunk architecture experienceAbility to deploy, manage, and troubleshoot sophisticated Splunk Enterprise environmentsThorough understanding of Splunk Deployment Methodology & ImplementationExpert-level knowledge of multi-tier Splunk architectures, clustering, and scalability topicsStrong SPL skills and experience a mustFamiliarity with all Splunk related products (preferred)MUST BE FLUENT IN FRENCH AND ENGLISH

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