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Customer Success Observability SME - Remote

Company: SignalFx
Location: Seattle
Posted on: November 22, 2021

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 -- Do you thrive on Customer Success? Do you possess the ability to develop and execute a strategy that will deliver positive customer outcomes in our Security buying center? If so, and you are interested in scaling the team to exceed customer expectations in high growth markets, then this role may be for you. -- As our Head of CS Security Business, you will work alongside customers, the wider Customer Success team (Professional Services, Customer Success Management, Support, Education, Renewals and Technical Enablement) and our Security Product and GTM leaders and stakeholders. Working very closely with your segment teams, you will ensure CS strategies, offerings and services align with our customer needs and our product roadmap.-- -- You will be responsible for leading accountability and execution across the Customer Success organization and collaborating with our Security buying center, aligning CS to provide a complete solution to our customers. You will ensure execution across Customer Success functions and the business to align with our Corporate Strategy, CS Strategy, and Security Strategy. In this critical role, you will ensure the Customer Success organization is aligned and delivering on promises to customers, CS performance metrics, and overall success. -- Responsibilities --

  • As an integral part of the Customer Success leadership team, you will be responsible for the overall Security strategy and customer outcomes.-- --
  • Own the interlock, prioritization, strategy, performance and development of the Security business across Customer Success. --
  • Lead a matrixed team across CS functions and the wider organization to define and execute the necessary programs to achieve these goals and customer outcomes --
  • Partner with CS Products and Security SMEs to identify and prioritize designing in features and analytics/telemetry for segmentation, visibility, and continuous improvement to accelerate time to value and customer ROI. --
  • Collaborate with the CS Offerings team to ensure appropriate Security offerings are delivered, aligned to customer needs in the Security marketplace. --
  • Lead the effort to build high impact communications and collateral to ensure scalable success. --
  • Ensure Security expertise and capability across CS (readiness), providing recommendations to leadership on resourcing, direction, and technical development to move customer success forward. --
  • Shape customer expectations and thoroughly align outcomes with customer requirements while focusing on business value. --
  • Define the path to success and influence others, in Customer Success, the buying centers, and the Sales team to achieve and exceed their performance goals. --
  • Collaborate with the entire Splunk Corporate team to realize success relative to Customer Success. -- Requirements --
    • Minimum of 12 years' experience--selling and/or delivering Security solutions to customers globally in a pre-sales or post-sales capacity --
    • Extensive leadership experience, 5+ years of which should be at the--senior level, within a matrixed environment. --
    • Firm understanding of Customer Success business priorities and practices in Sales Engineering, Professional Services, CSM - Customer Success Management, Education/Enablement and Technical Support --
    • Experience developing Customer Success solutions--in Security --
    • Comfortable leading change, developing processes, implementing procedures and working across the Customer Success and other Splunk functions to achieve desired outcomes. --
    • Although this role is strategic in nature, must have the ability to roll up your sleeves to get things done. --
    • Ability to work across the Customer Success organization in a positive and effective manner to drive execution. --
    • Deep understanding of Security software solutions-- --
    • Willing to work as part of a diverse team, taking mentorship from multiple partners to achieve desired outcomes. --
    • Able to travel 50% globally (more during peak times) --
    • BA/BS--in Computer Science, Computer Engineering, Business or equivalent work experience preferred. Advanced degree is a strong plus. -- 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. --

Keywords: SignalFx, Seattle , Customer Success Observability SME - Remote, Other , Seattle, Washington

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