Client Success Strategist

2 weeks ago


San Diego, California, United States Splunk Full time
Position Overview:
As a vital member of the Splunk Customer Success Team, the Customer Success Manager (CSM) plays a crucial role in guiding clients towards achieving their strategic objectives and maximizing the value derived from their investment in our solutions.

Key Responsibilities:
1. **Client Relationship Management:**
- Own and nurture the overall relationship with assigned clients, focusing on increasing product adoption, ensuring retention, and enhancing customer satisfaction.

2. **Strategic Planning:**
- Collaborate with clients to develop comprehensive Customer Success Plans, setting critical goals and key performance indicators to support their success.

3. **Performance Monitoring:**
- Measure and track client achievements against established key performance indicators, providing regular reports to both internal stakeholders and client executives.

4. **Regular Engagement:**
- Establish a consistent meeting cadence (Weekly, Monthly, Quarterly) with clients to review performance metrics, executive dashboards, and program status.

5. **Trusted Advisor Role:**
- Build and maintain a trusted advisor relationship with each client, continuously driving value from our products and services.

6. **Collaboration with Account Teams:**
- Work closely with the Splunk Account Team to identify opportunities for expanded usage of our solutions across various organizational functions.

7. **Upsell Opportunities:**
- Identify and develop potential upsell opportunities to enhance client engagement and satisfaction.

8. **Advocacy:**
- Represent customer needs and issues across departments, ensuring alignment and responsiveness to client concerns.

9. **Workshops and Training:**
- Facilitate workshops to help clients leverage the full potential of Splunk solutions and lead stakeholder meetings to discuss progress and insights.

10. **Technical Liaison:**
- Act as the primary point of contact for technical inquiries, collaborating with Splunk Support and Product Management as necessary.

Qualifications:
- A minimum of 10 years of experience in a related field, demonstrating direct customer advocacy and engagement in post-sales or professional services within Fortune 1000, mid-tier, or start-up environments.
- Proven track record in Customer Success or a similar role, showcasing a history of enhancing customer satisfaction, adoption, and retention.
- Strong technical, analytical, and problem-solving skills, with the ability to provide swift resolutions to client issues.
- Exceptional communication skills, both verbal and written, with a detail-oriented and analytical mindset.
- Ability to thrive in a fast-paced, multi-tasking environment while adjusting priorities as needed.
- A Bachelor's degree in a technical discipline, such as computer science or a related field.

Benefits:
- Competitive hourly wage based on qualifications.

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