Secrétaire Polyvalence de Secteur

Customer Success and Support Hybrid Remote, Paris, France

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.

This role at Splunk is a critical team member responsible for the technical health of our customers. You will bring your product knowledge to advise customers on their platform health, providing advice on Splunk Enterprise and Splunk Cloud architectures and technical best practices to ensure customers remain successful and realize the full value of their investment in Splunk. As a Splunk Technical Success Engineer, you will support on adoption journey with product support, advisory, and management of customer escalations.

Responsibilities

• Act as point of contact for technical health issues and escalation management for enterprise customers.
• Deliver customer onboarding mentorship, enablement planning, administration, and management workshops.
• Provide and lead planning and recommendations for the overall health of a customer's Splunk environment.
• Overall customer environments considering cases, critical issues, outages, and ongoing projects, and conduct diagnostic health checks as needed.
• Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk’s internal organizations (technical support, services, sales, product development, product management, and executive leadership teams).
• Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery.
• Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics, and customer environment performance.
• Work with the relevant technical teams to proactively handle customer critical issues and configurations, and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness.
• Assess all cloud overages and leverage services for workload optimization solutions.
• Proactively identify customer environment impacts related to bugs or new release builds and lead scheduled maintenance windows and communicate optimally between teams.
• Understand, document, and communicate the customer’s needs to the Account Team.
• Keep the customer advised of key information that may be vital to their success (e.g., product roadmaps, new product releases, customer events, or organizational changes).

Requirements

• Experienced with customer escalations, account management, and project management.
• Passionately focused on customer service and success.
• Strong verbal and written communication skills with the ability to build technical concepts to non-technical individuals.
• Ability to connect with individual contributors to senior leaders.
• Work independently and as part of a team.
• Experience with IT operations and technical infrastructure.
• Understanding of Splunk Core Platform highly desirable.
• Travel up to 30% may be required.
• You will come from a very similar Technical Account Customer Success role.
• Fluent in French and English.
• 3+ years’ experience in technical support, professional services, systems administration / engineering, or related fields.
• Willing to pursue Splunk Architect Certification.

Splunk is an Equal Opportunity Employer

At Splunk, 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. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.