Service Readiness and Planning Manager SRPM

Profile

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, weu2019re committed to our work, customers, having fun and most importantly to each otheru2019s success. Learn more about Splunk careers and how you can become a part of our journey.Service Readiness and Planning ManagerThe Service Readiness and Planning Manager (SRPM) assumes responsibility for ensuring Service is enabled throughout the Product Lifecycle, from the product Concept stage until the End of Life. SRPMs represent the Services organization in Splunk Product Development Methodology where SRPMs partner closely with engineering teams to understand the product roadmap and prepare the respective Services Technology organizations for General Availability/Commercial Availability of the Product.The Service Readiness and Planning Manager (SRPM) is responsible to communicate to Splunk customers and internal stakeholders Splunku2019s product issues that may impact their business and provide them Engineeringu2019s solutions to prevent business disruption.What youu2019ll dou2026Develop and deliver the service readiness delivery strategy and plan for each new product, solution, and service for each phase of the development cycle.u00A0 Work closely with Product Management, Global Support Centers, Support Operations, and NPI Training, Third Party Vendor Management, and Support Lab Operations to design and implement the plan for launch or GA/CA.Ensure the Product Management and the Services teams collaborate during the development of new products and align service strategy with the product/solution to the go-to-market strategyEngage early in conversations with Engineering teams to define workflows and design decisions which will best meet our customers' needs, with a focus on ease-of-use, simplicity, clarity.u00A0u00A0u00A0u00A0Voice in the conversation to advocate for support team and customer needs in new product launches.Ensure that defined troubleshooting workflows, technical training, and tools exist in conjunction with product launches or changes.u00A0u00A0Drive teamwork and collaboration decision making with Engineering, and Customer Experience teams to determine the best approach to address the customer needs affected by a known defect.Help our PM team understand top ticket drivers in monthly Customer Sync/ Business reviews.Analyze metrics and friction areas around support tickets to determine top areas for improvement with our ability to support customers.Develop recommendations for product improvement based on support issues and customer feedback.u00A0u00A0Identify opportunities for our TSEs to receive deep technical training for new product launches.u00A0u00A0u00A0u00A0Work with various teammates at Splunk to build long-lasting relationships with our customers and deliver experiences unique to our industry.Partner with leaders in CS, Eng., PM, and across the company to streamline communication between our teams.u00A0u00A0u00A0u00A0Skills you haveu20264-5 yearsu2019 experience in a customer-facing product support roleIn-depth understanding of technical support and customer service methodologiesRobust written and verbal communication skills, and a keen capability to tailor your messages to a wide variety of audiencesFundamental or methodical problem solverStrong attention to detail and ability to derive patterns from bulk dataAbility to concisely communicate team needs to business leaders and partnersMulti-tasks and handles stress with ease, without getting flusteredCan empathize with customers and team members without absorbing or communicating negativityProactive, upbeat, concise, patient and customer-centricLoves to and excels at translating u201Ccustomer-speaku201D to u201Cdeveloper-speaku201D and vice-versaWilling to continue learningEncourages & adapts to change in a swiftly paced workplaceUnderstanding ofu00A0Principle web and security technologies (SOAR, SIEM, Threat Intelligence)Windows OS administration experience [Active Directory]Cross-platform OS knowledge [Linux, Mac OS X, Windows]Cloud technologies such as AWS, Azure or GCP.Nice to HavesBacheloru2019s Degree [Computer Science, Information Systems or related]Previous project management experienceExperience supporting a high-availability SaaS environmentFamiliar with enterprise-level Data platform technologies [Elastic, SumoLogic etc..]Previous experience with customer support or help desk issue tracking toolsExperience with bug tracking software [Phabricator, GitLab, Jira, etc. ]u00A0You should apply if youu2026Care about contributing to an amazing work culture and environmentAre comfortable navigating a fast-paced role that is constantly iteratingPrefer trying and failing to getting it flawless the first timeAre passionate about service & creating long-term customer relationshipsHave impeccable communication - both verbal and writtenThis job may not be for you if...Working for a company where change is a constant isnu2019t something you are ready to embrace If you prefer to work on your own (we're a team that pushes each other and learns together)We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location.u00A0 The base pay for this position is dependent on work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for bonus and benefits, and may be eligible for equity.u00A0u00A0Base Pay Rangeu00A0SF Bay Area, Seattle Metro, and New York City Metro AreaBase Pay Range:u00A0 $124,000 - 170,500u00A0per yearCalifornia (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and MassachusettsBase Pay Range:u00A0 $116,000 - 159,500 per yearAll other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.Base Pay Range:u00A0 $104,800 - 144,100 per year

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