Customer Program Manager

Splunk Professional Services (PS) is a growing and dynamic organization which plays a key role in the success of our customers. Our Customer Program Managers lead customers and partners through their Splunk journey from discovery through implementation of sophisticated solutions using a combination of management and technical skills. They are highly organized, strong communicators and have a real passion for driving successful customer outcomes. If you possess the ability to build relationships with both internal and external stakeholders, manage a portfolio of medium to high complexity customer projects and have established experience in commercial negotiations, project management procedures, consulting, and leading technology implementation projects, then this role may be exactly the challenge you are seeking.

What You'll Do:

• Build customer trust through professional leadership, management and reporting of complex projects from kick off to successful delivery and close out
• Build and maintain project plans, including project P&L, outlining tasks, landmark dates and allocation of resources aligned to statements of work (SOWs)
• Implement and maintain detailed project reporting, including Project burn rate, progress against plan, risks, dependencies and assumptions ensuring this is clearly reported to the key customer stakeholders
• Understand and assess the impact of any customer specific requirements, including any specific security and onboarding requirements (i.e. background checks, fingerprints, badging, network access, etc.)
• Identify and promote opportunities for Splunk products and services to meet additional customer requirements
• Maintain a regular cadence with the sales teams to understand the upcoming opportunities and the requirements for PS engagement
• Collaborates with Sales Engineering to ensure PS is engaged in a timely manner to have sight of and the ability to influence technical detail and content
• Build customer confidence in outcomes through leveraging methodologies, blueprints, templates, Service Offerings and successful experiences with related solutions
• Understands at a high-level the solution options available to meet customer requirements and know how to leverage the relevant SMEs to ensure outcomes are clearly defined and customer expectations set
• Effectively executes the RFP/SOW process in partnership with the sales teams and supporting PS teams
• Maintains accurate and up-to-date reporting, documentation, and system information to ensure there is accurate forecasting of both bookings and revenue
• Active involvement in remediation of customer problems, serving as customer advocate to ensure problems are effectively and rapidly resolved

Desired Skills and Experience:

• Bachelor’s degree in technology, marketing, management or equivalent field

• 5-10 years of proven experience in service and / or software sales or program management

• Strong understanding of lifecycle service, professional services and enterprise software agreements

• Ability to manage multiple customer personas and tailor communications accordingly both verbally and written

• Demonstrated leadership skills with experience managing teams and driving critical initiatives

• Proficient in forecasting, market analysis, and customer satisfaction metrics

• Proven experience leading delivery of sophisticated customer projects with cross-functional teams using waterfall and agile project delivery methodologies

• Professional Services tools familiarity; Professional Services Automation, CRM, Project Management tools, such as FinancialForce, Salesforce, Jira, etc.

• Technical competence; able to translate most customer requirements into proposals with minimal support from consultants / architects

• || Hours of work: 48 hours per week

• || Benefits: Healthcare and Insurance, Employee Stock Purchase program, Flexible Spending Benefit, Flex and Schooling Allowances and many more.