Technical Success Engineering Manager, EMEA North
5 days ago
Splunk is a leading provider of unified security and observability platforms, helping enterprises build a safer and more resilient digital world. As a Technical Success Engineering Manager, you will play a critical role in leading, developing, and transforming a team of Technical Success Engineers who assess and recommend changes to improve platform health and ensure a positive support experience.
Key Responsibilities- Team Leadership: Provide day-to-day management and mentorship to a distributed team of Technical Success Engineers, ensuring they understand the reasons for key activities and can articulate those to internal collaborators.
- Process Development: Refine key success criteria and undertake periodic reviews of team deliverables to ensure compliance, building and implementing processes that scale and meet the needs of the business and our customers.
- Customer Success: Partner with the wider Customer Success organization to identify, monitor, and report on trends based on the current service catalog, proactively measuring success and consumption of deliverables.
- Incident Management: Serve as a top-line critical issue point for incidents or customer escalations raised by managed accounts, ensuring the TSE team has tools, training, skills, and knowledge to be successful.
- Leadership Experience: 5+ years of leadership within a Global Customer Success, Professional Services, or Technical Support organization.
- Customer Success Experience: 10+ years of shown success working directly with customers within a technology company, preferably in the Enterprise/Application Support space.
- Communication Skills: Excellent verbal and written communication skills with the ability to work optimally in a team environment.
- Fluency in Languages: Fluency in written and spoken Swedish and English.
- Education: Bachelor's degree or equivalent experience in Business, IT, Engineering, and/or other related fields.
- Understanding of Splunk Concepts: Understanding of Splunk general concepts is desirable.
Splunk is an Equal Opportunity Employer. We believe creating a culture of belonging isn't just the right thing to do; it's also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive.
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