Are you looking to make an impact? The work you will do directly impacts the adoption and optimization of the Splunk platform for some of our most important customers. We bring strategic technical guidance to the world to make people happier with our software, and just as importantly, we bring the world’s needs and wants back to Splunk to make our software better. As a Technical Account Manager (TAM) at Splunk, you will play a crucial role in guiding our customers through the complexities of data management and analytics. You will maintain the health of the platforms you supervise and providing architectural advice to optimize and scale our customers’ deployments. Your expertise will help customers unlock the full potential of Splunk by leading them through a value realization framework which provides tailored technical roadmaps resulting in value-based outcomes. Additionally, you will offer strategic advisory services to ensure customers achieve their business objectives through effective use of their Splunk environment. Are you up for the challenge?
What you’ll get to do
- Regularly evaluate the performance and efficiency of customer platforms, recommending and implementing enhancements to ensure optimal operation.
- Work closely with customers to design and refine their Splunk architecture, ensuring it aligns with their business needs and scalability requirements.
- Engage with customers to understand their business goals and operational challenges, applying the value realization and success frameworks to identify and articulate how Splunk can drive value in customer specific contexts.
- Lead thorough assessments to plot a clear path to value realization, helping clients measure and achieve significant returns from their Splunk investment.
- Provide ongoing consultation and strategic advice to help clients with their tailored value realization path, ensuring continued success and satisfaction with their Splunk solutions.
- Design and deliver training sessions tailored to customer needs, ensuring they have the knowledge and skills required to effectively use their Splunk platform.
- Act as the first point of contact for any technical issues, coordinating across teams to expedite problem-solving and minimize downtime.
- Regularly analyze customer feedback, working with product and engineering teams to translate customer insights into actionable improvements for the Splunk platform.
- Encourage and support innovation by finding opportunities for new features and functionalities within the customer’s environment, aligning with Splunk’s strategic technology roadmap to drive forward-thinking solutions.
- Lead the resolution of Priority 1 (P1) support issues, collaborating closely with technical support teams to ensure rapid resolution and minimize impact on customer operations.
Must-have Qualifications
- Establish yourself as a trusted advisor, providing profound expertise and insights on Splunk products to key clients.
- Demonstrate competence in handling high-stake accounts, using sophisticated skills in negotiation, partnership, and conflict resolution.
- Engage effectively with a wide range of team members, from IT administrators to C-level executives, facilitating discussions that lead to actionable outcomes.
- Display exceptional written and verbal communication skills, ensuring clarity and precision in all interactions.
- Commit to understanding others by employing active listening, valuing diverse opinions and ideas to enhance decision-making.
- Showcase strong customer-facing competencies, inspiring confidence and fostering relationships that drive satisfaction and mentorship.
- Possess a refined ability to take on sophisticated issues, focusing on strategic resolution and operational effectiveness.
- Effectively balance customer needs with organizational demands, ensuring optimal alignment and resource allocation.
- Lead customers through sophisticated changes and provide adept guidance, ensuring smooth transitions and successful implementations.
- Excellent oral and written communication, with a focus on interacting effectively with technical and business collaborators.
- Proven experience as a Technical Account Manager or similar role in a technology-focused environment.
- Solid understanding of data platforms and large-scale data analytics solutions.
- Demonstrated ability to lead and enhance customer relationships, with a keen focus on achieving measurable business outcomes.
- Excellent communication and interpersonal skills, capable of working effectively with diverse collaborator groups, including IT and executive teams.
- Adept at problem-solving, critical thinking, and providing proactive solutions.
- Experience with Splunk or similar data analysis and visualization tools.
- Background in systems architecture or engineering, particularly in sophisticated IT environments.
- Familiarity with performance metrics and process improvement methodologies.
- Significant experience in technical consulting and big-data analytics
- Demonstrable understanding of common enterprise applications
- Solid understanding of scripting languages (bash), application development (java, python, .NET), databases and analytical tools
- Significant software industry experience in any of the following: IT systems, enterprise or infrastructure management, application development and management, security, and/or analytic
- Several years administering, architecting, troubleshooting, engineering and using Splunk
- 5+ years Splunk implementation experience
- Splunk Cloud, Architecture, and Cloud Migration experience
- Splunk Cloud and Consultant Certified
- Strong SPL skills and Dashboard Creation experience a must
- Up to 20% travel may be required for customer facing activities