What are the responsibilities and job description for the CS Core Products SME position at Splunk?
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!
Role
The Splunk Core Products SME forms part of the CSM Specialists team. This team is a group of technology experts with a global remit, designed to provide our field CSMs with all of the knowledge and tools that they need to help customers successfully adopt our innovative technology. In this role you will be instrumental in driving the success of our core Splunk Enterprise/Splunk Cloud business, with particular focus on our powerful new features such as the Stream Processing Service (SPS), ensuring our customers maximize their value from our technology, and increasing our renewal and retention rates.
The Core Products SME will focus on three major areas:
- Strategic Account Engagement: Overlay engagement with field CSMs on engagements that require specialist subject matter expertise, helping customers get to the next level of adoption of Splunk, or resolving issues that are preventing a customer from moving forward.
- Tools & Knowledge: Utilize specialist knowledge to build tools, assets and enablement content to scale through the wider CSM team. This may include creating standard on-boarding journeys, building fully or semi-automated digital journeys or building playbooks for the CSM team for common situations they may encounter.
- Business Ownership: Be responsible for the adoption and retention business for the specialist technology areas, utilizing telemetry and perspective scoring to identify and (via the wider CSM team) remediate areas of adoption risk ensuring our customers realize the value they expected from their solution.
Responsibilities
- Engage directly key customers on their core platform requirements
- Deliver hands-on product workshops, creating or refining content as needed
- Facilitate appropriate workshops and other sessions to gather customer requirements, current and desired states, and deliver a best-practice based result
- Partner with Splunk customers to identify and overcome a wide array of barriers
- Analyze telemetry & CRM data to identify at-risk opportunities while continually improving of telemetry components, data sets & KPIs
- Identify trends and themes that cause barriers to adoption
- Create playbooks, enablement or other materials to remove those barriers
- Define and create necessary materials to enable CSMs to guide customers through their Splunk adoption journey
- Manage the active core platform business, identifying customers at risk and working with the broader CSM team to remove barriers and help the customer get back on track
Qualifications
- Significant and meaningful experience working with Splunk products or similar competitive products, either as a vendor or within a customer organization
- Firm understanding of the pre-sale and post-sale ecosystems and how the roles should be utilized efficiently to orchestrate an outcome for the customer
- Self-starter who demonstrates initiative and leadership across projects and within the team
- Strong leadership and interpersonal skills coupled with the ability to interface at all levels within an organization, from technical to senior management
- Ability to process and advocate client requirements and product gaps into the development (R&D) organization
- Bachelor’s Degree in Computer Science or related technical field
- Willingness to travel up to 25%, possibly more at peak times
For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.
