The Technical Support Account Manager (TSAM) role at Splunk promotes Customer Success by partnering with both internal and external teams to ensure the successful delivery of Splunk services and products and drive resolution of issues.
* Knows and understands the customer environment and business objectives * Acts as the primary technical point of contact for customer escalations * Develops, maintains and presents comprehensive case status reports both internally and externally to customer on a regularly scheduled meeting * Takes responsibility for driving through the implementation and resolution of all customer cases and remains on top of all customer issues * Provides guidance on how to optimize the use of their environment * Proactively identifies technical risks and bottlenecks * Assists customer in upgrade planning and change management * Ensures customer is aware of and follows technical best practices * Facilitation and coordination of technical resources
* Must have Splunk experience * Strong customer service orientation * Ability to effectively prioritize and execute tasks in a high-pressure environment * Ability to present ideas in a business and user-friendly language * Ability to build relationships and influence Senior Leadership * Ability to have difficult conversations with multiple levels within the organization * Knowledge of software development life cycle * 10+ years account management, consultation, project management, escalation management and/or technical support experience
* Bachelor's degree in Computer Science, MIS/CIS (or equivalent)
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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